10
Contact center users
I now have all the tools I need to supervise the call center, support the advisors in their daily work, and help them develop their skills.
Discover how the REALITES Group transformed its contact center with INO CX. In this video, Audrey Gieux, Call Center Manager, shares how the platform improved productivity, agent empowerment, and customer follow-up—supporting 30% of the Group’s total sales.
REALITES GROUP is a territorial development group that supports individuals, investors, businesses, and public officials throughout their real estate projects—not only on the technical front, but also in financial, legal, and marketing aspects.
Between 2020 and 2021, REALITES saw a 45% rise in contacts. To maintain service quality and streamline processes, the Group equipped its Call Center with an interaction management tool.
Voice, email, SMS, interconnection with MS Dynamics
Improved skills, statistics, interconnection, call-back campaigns.
Every day, advisors at the REALITES Call Center handle real estate inquiries via email and phone. Their mission: qualify leads and schedule meetings with the Group’s sales representatives. These advisors are a key revenue engine—driving 30% of the Group’s total sales.
Given the strategic importance of the Call Center, a project was launched to optimize its structure and performance. Internally, four main goals were identified:
With this context in mind, THYMBUSINESS connected REALITES with INO CX to launch a transformation project.
Previously, agents manually dialed every number. With INO CX’s CRM integration, advisors can now make calls directly from Microsoft Dynamics using click-to-call. When a number is recognized, the relevant CRM file pops up—saving time and enabling more personalized conversations.
“Everything is automated with INO CX!”
The result: fewer repetitive tasks, more time for high-value interactions, and a real boost in productivity.
Before INO CX, missed calls often meant lost opportunities. Now, unanswered calls are automatically added to callback campaigns. Advisors are notified directly in their interface, ensuring every lead is followed up.
These campaigns are populated with highly qualified contacts from forms and missed calls—turning missed connections into booked appointments.
Appointments are essential to REALITES’ business. To limit no-shows, agents use pre-written SMS templates for reminders. Each template includes customizable fields (time, date, location), ensuring fast, on-brand communication every time—saving time and reinforcing professionalism.
For the first time, the Call Center Manager can supervise in real time. With features like double-listening, she can coach agents on tone, accuracy, and product knowledge—offering support and continuous development tailored to each team member’s needs.
“I now have the tools I need to supervise and help my team grow every day.”
Thanks to INO CX’s customizable reporting, the manager receives weekly summaries with call history and service KPIs. This data helps assess performance, identify improvement areas, and implement actions that accelerate results.
The cloud-based platform makes all this easily accessible and simple to use.
While it’s still early to measure long-term outcomes, the initial feedback is clear: the team feels more supported, confident, and focused on their core mission—engaging with prospects and securing appointments.
“The team is more relaxed and more focused on what matters: calls and conversions.”
With full visibility over call activity and better tools for both management and advisors, REALITES is now well-equipped to meet its next set of business goals.
