Campinas, 13053-024,
Brazil
Elektro Brazil Technographics
Discover the latest software purchases and digital transformation initiatives being undertaken by Elektro Brazil and its business and technology executives. Each quarter our research team identifies on-prem and cloud applications that are being used by the 4000 Elektro Brazil employees from the public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources.
During our research, we have identified that Elektro Brazil has purchased the following applications: DNK IVR for Interactive Voice Response (IVR) in 2019, DNK Satisfaction Survey for Survey and Questionnaire in 2019 and the related IT decision-makers and key stakeholders.
Our database provides customer insight and contextual information on which enterprise applications and software systems Elektro Brazil is running and its propensity to invest more and deepen its relationship with DNK Infotelecom or identify new suppliers as part of their overall Digital and IT transformation projects to stay competitive, fend off threats from disruptive forces, or comply with internal mandates to improve overall enterprise efficiency.
We have been analyzing Elektro Brazil revenues, which have grown to $1.65 billion in 2024, plus its IT budget and roadmap, cloud software purchases, aggregating massive amounts of data points that form the basis of our forecast assumptions for Elektro Brazil intention to invest in emerging technologies such as AI, Machine Learning, IoT, Blockchain, Autonomous Database or in cloud-based ERP, HCM, CRM, EPM, Procurement or Treasury applications.
CRM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
Insight Source |
|---|---|---|---|---|---|---|---|---|---|
| DNK Infotelecom | Legacy | DNK IVR | Interactive Voice Response (IVR) | CRM | n/a | 2019 | 2019 | In 2019, Elektro Brazil engaged DNK Infotelecom to implement the DNK IVR as the URA Persona IVR project to rebuild and reposition contact flows for utilities customer service. The deployment focused on Interactive Voice Response (IVR) capabilities to centralize voice self-service and contact routing across Elektro's Brazilian customer support operations. Implementation work with DNK Infotelecom configured the DNK IVR to support persona-driven prompts and redesigned call flow orchestration aimed at more natural customer interactions. The project expanded IVR functionality, adding richer menu logic, context-aware prompts, and automation of common utilities inquiries consistent with Interactive Voice Response (IVR) functional patterns. These configurations emphasized humanization of the IVR channel and improved handoff logic to live agents. Operational coverage targeted Elektro's customer service function across its Brazil service footprint, embedding DNK IVR into frontline contact workflows and call handling processes. Governance included redefined contact flow ownership and updated operational scripts to align with the URA Persona logic, supporting consistent customer experience and agent escalation points. DNK reports the URA Persona IVR work improved the humanization of the IVR channel and expanded functionality, yielding higher perceived service quality and better customer handling. The DNK IVR deployment is positioned as a platform shift for Elektro Brazil's voice channel strategy in utilities customer service. |
Collaboration
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
Insight Source |
|---|---|---|---|---|---|---|---|---|---|
| DNK Infotelecom | Legacy | DNK Satisfaction Survey | Survey and Questionnaire | Collaboration | n/a | 2019 | 2019 | In 2019, Elektro Brazil implemented DNK Satisfaction Survey as part of a contact center program that used DNK Infotelecom technology to rebuild and reposition inbound call flows. The engagement included deployment of DNK's URA Persona to introduce new services and functionality that increased customer satisfaction and humanization of the IVR channel in Brazil, aligning the DNK Satisfaction Survey with the company contact handling strategy. The implementation is identified in the Survey and Questionnaire category and the full application name DNK Satisfaction Survey is used for service-evaluation and CX feedback capture. The deployment used IVR-based survey orchestration and post-interaction survey capabilities common to Survey and Questionnaire solutions, with DNK Satisfaction Survey configured to prompt callers for service-evaluation responses and to record structured feedback during or immediately after voice interactions. Configuration emphasized persona-driven prompts from URA Persona, automated collection of caller responses, and capture of qualitative voice comments for downstream analysis, aligning questionnaire flows with existing agent escalation paths. The DNK Satisfaction Survey was positioned to feed operational reporting and agent quality workflows within the contact center voice environment. Operational scope focused on Elektro Brazil customer service operations in Brazil, concentrating on contact center call-flow governance and CX processes. Governance changes included redesigned call-flow logic, standardized survey scripting, and introduction of feedback loops to inform agent coaching and service adjustments, reflecting workflow restructuring tied to the DNK URA Persona rollout. According to the vendor testimonial, use of DNK Satisfaction Survey and URA Persona produced explicit service-evaluation and customer experience improvements as part of the contact center engagement. |
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