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Since joining Engageware, Aivo has undergone a remarkable transformation, solidifying its position as a customer experience leader. By combining Aivo’s agility and AI-driven innovation with Engageware’s stability and expertise, the company has significantly expanded its solutions, especially in the financial sector.
In this exclusive interview, Matías Gaffoglio, International Sales Director at Aivo, shares key insights on how this synergy has reshaped Aivo’s value proposition for businesses across Latin America. He highlights the importance of addressing the entire customer journey, seamlessly integrating automation with an omnichannel and consultative approach.
1. From your role as International Sales Director at Aivo, how have you seen the company evolve since joining Engageware?
“The evolution has been remarkable for several reasons,” Matías states. “But the most important aspect has been how we’ve strengthened our presence in the financial sector with solutions that cover the entire customer journey.”
Among the key developments, Matías highlights:
- Strong Positioning in Financial Services: Aivo now serves more than 450 financial sector clients globally.
- Expanding Latin American Technology: “Bringing technology developed in the region and quickly adapting it for highly competitive markets,” he explains.
- A Comprehensive Customer Journey Approach: Seamless integration of Appointment Scheduling, Financial Management, and Knowledge Management.
2. What are the key benefits of Aivo becoming part of Engageware?
“We consolidated an end-to-end (N2N) platform that supports both customers and employees throughout the entire customer journey,” Matías explains.
Additional benefits include:
- Cross-pollination of Best Practices: “It’s interesting how we can leverage cross-pollination, applying client experiences from one market to another.”
- Financial Services as a Primary Focus: Aivo has strengthened its presence in the financial industry with use cases tailored to the Latin American market.
- Greater Flexibility for New Industries: Expansion into retail, CPG (Consumer Packaged Goods), and telecommunications.
3. What positive changes have you noticed in Aivo’s commercial strategy post-acquisition?
Matías emphasizes that Aivo has shifted from being a standalone solution provider to a strategic business partner. Some of the most significant changes include:
- A more consultative and strategic approach: “We no longer just automate specific use cases; we help businesses grow by understanding their needs.”
- Positioning as Customer Experience Experts: Not just specialists in specific channels like WhatsApp, but true CX advisors.
- Expansion with Major Enterprise Clients: Aivo’s recent collaboration with América Móvil across 12 countries is a testament to its growth.
Aivo’s integration into Engageware has not only expanded its portfolio of solutions but has also reinforced its positioning as a customer experience expert. This synergy allows Aivo to combine agile innovation with Engageware’s solid industry expertise, positioning itself as a trusted strategic partner for businesses across Latin America.
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