Eldorado do Sul, 92990-000,
Brazil
Lebes Technographics
Discover the latest software purchases and digital transformation initiatives being undertaken by Lebes and its business and technology executives. Each quarter our research team identifies on-prem and cloud applications that are being used by the 180 Lebes employees from the public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources.
During our research, we have identified that Lebes has purchased the following applications: Digitro Interact for Call Center in 2024 and the related IT decision-makers and key stakeholders.
Our database provides customer insight and contextual information on which enterprise applications and software systems Lebes is running and its propensity to invest more and deepen its relationship with Digitro 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 Lebes revenues, which have grown to $56.0 million 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 Lebes 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 |
|---|---|---|---|---|---|---|---|---|
| Digitro | Legacy | Digitro Interact | Call Center | CRM | n/a | 2024 | 2024 |
In 2024, Lebes implemented Digitro Interact to centralize multichannel customer support across its retail customer service operations in Brazil. Digitro Interact was deployed as a Call Center platform to unify channels and standardize CRM and contact-center processes for customer-facing teams.
The implementation emphasized journey automation and multichannel routing, configuring interactive voice response flows, queue management rules, and orchestrated digital touchpoints to reduce repetitive interactions. Functional capabilities implemented included journey orchestration to automate customer journeys, automated callbacks and routing logic to manage traffic, and reporting capabilities to monitor first-contact resolution and service levels.
Lebes integrated Digitro Interact with its CRM and broader contact-center processes to ensure case continuity and stateful customer interactions across channels, aligning agent desktops and interaction records. The deployment covered the retailer s customer service organization in Brazil and focused on operationalizing contact-center workflows rather than on point solutions.
Governance workstreams redefined contact handling workflows and performance monitoring to embed the Call Center platform into daily operations, reinforcing escalation paths and quality controls. The engagement delivered measurable outcomes, including a 63% reduction in customer callbacks, a 13% drop in missed calls, shorter wait times, and demonstrable gains in first-contact resolution and operational efficiency.
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