In a highly technologic and competitive market, undertaking and succeeding is a daily challenge to many companies.
Sharing the secret to highlighted on the market even in crisis times, as well as the reason of the omnichannel solutions attractivity to the market, Antimo Gentile Filho, CEO of DNK infotelecom was the interviewed invited during the program Successful Businessman, from Band News, on the last December 10.
With a well succeeded trajectory of 13 years, DNK was founded by Antimo Gentile Filho with a team of renowned professionals, that, just like him, have more than 14 years of experience.
The company offers omnichannel solutions for contact centers and call centers, being specialized on the development of high-performance products, solutions and services for companies in the area.
According to Gentile, DNK’s merits stands out in the market, due, in large part, to the team of experienced professionals who are part of the company.
“In 2007, we started to operate. We developed a product line that took 2 years to be ready (the first’s versions), and then, we took this offer to the market. The fact that the foundation team already had an expertise in the sector due to the previous experiences helped a lot to introduce the DNK’s solution on the market”, claimed the CEO.
When asked about the omnichannel solutions offered by the company and how they work, Antimo mentioned that DNK offers a complete solutions line that allows the interaction between clients and companies.
“Through the omnichannel solutions offered by DNK, like the Interactive Voice Response (IVR), for example, a client of a determined company can contact it through many channels in an integrative and organized way. Between them, Web, Mobile, WhatsApp, chatbot, social media, etc”, explained.
Another point addressed by Gentile during the interview to the Successful Businessman program was the need of companies to invest on complete multichannel solutions, and from only one provider.
“A long time ago, there were already on the market companies that have omnichannel tools. But these tools were provided by different providers. This created a big problem when it comes to managing the dialogue with the client and his history”, recalled the executive.
Antimo Gentile also mentioned that, at the moment, a client can contact a company by different attending channels, and not necessary at the same day.
“Depending on the progress or the complaint made by the client, his solicitation can take at least one day. It’s up to the omnichannel solutions to perform a rescue of the entire dialogue with the customer, so that, when a request is for human service, for example, the attendant has a history of the interaction between the customer and the company and knows how to act in the best way”, he said.
All omnichannel solutions offered by DNK are internally developed. Besides that, the company has the expertise to constantly innovate to develop solutions aligned to the latest trends and customize them conforming to the client’s needs.
“Knowing to listen to the client’s need is fundamental. Currently, the market has many similar solutions available. However, the capacity to hear and develop what the client needs is much more important to the operation’s success.”, highlighted Antimo Gentile Filho when questioned about conquering space on a highly competitive market.
DNK mostly works at the service part. According to Antimo Gentile, not only the tools that will be implemented in a project are important, but also the constructive part.
“It is necessary to experience and understand the operation of each client, afterwards, to present insights and indicate where it is possible to make optimizations”, he says with conviction.
In the DNK’s CEO opinion, one of the solution’s benefits offered by the company is that any company can adopt them.
Gentile explains that, in the past, omnichannel solutions were offered for a very high price, and only medium and large companies were able to implement them into their business.
With the advent of cloud computing, differential offered by DNK’s solutions, the offer of omnichannel solutions has improved considerably, allowing small customers to rely on the same technology as large companies.
Regarding the impacts of DNK solutions on the results of customers from the most diverse sectors, Gentile is proud to say that the gains are very expressive.
“In one of our clients, who is a credit card insurer, for example, we apply a methodology based on CX, UX and BDM. Through this methodology, we can bring to the client an economy of R$ 4.7 million per year”, said Gentile. “Through a scan in the call center we are able to point out opportunities”, he concluded.
Regarding the rumors about unemployment due to the customer service automation, Antimo said to disagree with the theory.“With all this technology (at the attending), the attendant can work in nobler operations, letting subjects that efficiently could be fixed through automation and dedicate themselves to more complex tasks. DNK never abandoned the idea that it is possible to automate the whole service customer process.” Reflected the CEO of DNK.
During the interview with the Band News program, Antimo Gentile also mentioned other differentials offered by DNK that contribute for the company to be well-succeed even in a competitive market.
According to Gentile, market competition is increasing every day, since everyone is doing a little bit of everything.
“There is a phrase that I always tell to my team that is ‘the cake is always the same, the ants increase in an exponentially way’. Companies do not appear overnight, so it is necessary to do a job with a lot of dedication, hard work and care. I believe that this consultative work and this dedication is the great differential of DNK. We, as a Brazilian company, have a threefold obligation: when a company bets on a national solution, the damage, in case of possible failures, is bigger than bets on foreign solutions”, he revealed.
Another factor that differentiates the DNK is the fact that, by being developed and produced internally, DNK’s solutions prices become more attractive.
“The quality factor is primordial, but if you can mix quality and agility with price, your company manages to stand out in the market”, Claimed Antimo.
Another interesting point that the CEO of DNK made a point of highlighting is the fact that the company does not make any choice based on the size of the company. According to him, any company is worthy to receive the same meticulous and loving treatment offered by DNK.
About future plans, Antimo Gentile Filho, highlighted the officialization of the partnership with CS Global IT, a Data Center company specialized in outsourcing Information Technology. The partnership aims to promote to the customer a complete omnichannel solution.
“When we talk about contact centers, we imagine an attending central with many people and phones operating. However, basically, all information came from somewhere. They (the information) move from the customer database to the communication channels with them. Building this complete solution is not a simple task. Often, the customer finds it difficult to reconcile the integration of digital, telephony, payment systems and the customer database.
So, the partnership with ®CS Global IT foresees this broader issue”.
In terms of products, Antimo emphasized the launch of a WorkForce Management (WFM) tool with total possibility of customization and excellent cost benefit.
The company identifies that, today, mostly due to the increase of home office, the market needs team’s management tools, like for example, scales control, vacations and shifts.
Another plan for next year, according to the CEO of DNK, is its own network of distributors.
“DNK has customers all over Brazil, always acting in a direct way. We plan to count with representatives trained to work in the main Brazilians capitals with the full support of DNK”, he concluded.
The full interview can be checked viewed here.
