AgroConecta is a Contact Center that strengthens the digital transformation of agricultural technical assistance services. AgroConecta currently has the physical infrastructure, hardware equipment and technological platform necessary for its operation. Its software component is based on an omnichannel platform, which allows for centralized management of interactions with users through different means of communication.
AgroConecta works as a
centralized point of communication between CENTA and its users, making it easier for agricultural producers, technicians and citizens to access information and assistance services through different channels. The solution integrates telephony, WhatsApp Business API, Telegram, Facebook Messenger, Instagram, email and web chat on the same platform. In this way, communications that arrive by different means can be managed within a common environment, facilitating their registration, monitoring and traceability.
For telephone service, AgroConecta has functionalities to
receive, route, transfer and record incoming and outgoing calls. The platform allows calls to be organized by queues and distributed using criteria such as the specialty, availability or profile of the agents and the urgency of the query. It also incorporates interactive voice response (IVR), which helps to guide the calls received towards the defined service options.
The omnichannel nature of AgroConecta allows you to complement the telephone service with
instant messaging, social networks, email and web chat. The platform also includes a basic chatbot and maintains a history of each user's interactions, including calls, recordings, chats and emails. This allows information on previous contacts to be available and contributes to the continuity and traceability of the queries answered by the Contact Center.
The operation can be supervised through a
dashboard, from which elements such as active calls, chats, connected agents, waiting times and alarms are displayed. Likewise, AgroConecta generates reports on variables such as answered and missed calls, average service times, channels used and reasons for contact. These capabilities provide organized information on the operation of the Center and on the demand for services received through its different channels.
The solution is designed to operate with agents and supervision and supports remote attention. Its architecture integrates the platform with the institutional technological infrastructure and includes security mechanisms, information backup, role-based access and activity monitoring.
A secure VPN connection between the MAG/CENTA infrastructure and the omnichannel platform is also [foreseen/has], incorporating encryption, authentication, access rules and mechanisms aimed at ensuring the confidentiality, integrity and availability of the information transmitted.
In this sense,
AgroConecta constitutes a new institutional capacity for the provision of agricultural technical assistance through integrated digital and traditional channels. By centralizing interactions on a single platform, it allows queries to be recorded and channeled, to facilitate their follow-up, and to generate information on the assistance needs received. In this way, AgroConecta complements traditional extension mechanisms and contributes to MELIAN's objective of leveraging digital technologies to expand and strengthen services aimed at the agricultural sector.