My name is Arilson NicoEveryone knows me by my last name, Nico. I am one of those responsible for the infrastructure of Sebrae Paraná. We currently serve 29 offices in the state of Paraná and handle all the operational aspects within the IT area. I am one of those responsible for this area.

Nextcomm emerged from Sebrae in 2015. At that time, Sebrae Paraná needed consulting services because we lacked expertise in the area of ​​telephone operators and exchanges. We needed to issue a tender to hire a new operator and also a new service provider in the telephony sector. But, in that contract, we wanted to do something more.

So, at that time, we hired a consulting firm, Nextcomm, for both data link and telephony services. We saw reductions of around 80% in phone bill payments, for example, and we also started using new technologies in our telephone exchange.

That was the first project, and we've been in this partnership since 2015. In short, in the last call for proposals, Nextcomm itself contributed a telephony solution within Sebrae Paraná, bringing new advancements.

We moved away from a hybrid technology system that was both digital and analog. Today, we use a fully digital technology system with SIP, and we've also centralized our telephone systems in a single cloud-based system. This has greatly simplified our management and the entire infrastructure of our offices. We no longer need a telephone system in each unit.

This reduced costs related to electricity and other environmental aspects that Sebrae also focuses on, in addition to increasing the availability of our telephone service. Because of this, we can perform maintenance in the offices without interrupting telephone service, since we now use technologies like softphones and mobile phones.

We had a problem with the last provider we used. That provider faced difficulties, including financial ones, went into receivership, and contacting their support was very slow because they used very old technology. There were cases of offices being without a phone line for two or three weeks.

With this Nextcomm solution, we now have virtually 100% availability. No office is ever idle anymore. Before, we even had complaints about clients calling the office and not being able to get through. Today, after two years with Nextcomm, we haven't had any complaints related to phone calls.

Today, the product, the revenue stream of Sebrae, is customer service. Not serving the customer, for me, is a loss. So I need to serve the customer through all my channels, and telephony is an essential service channel for Sebrae.

The way the contract was structured and this entire partnership is a very positive aspect. The great thing about partnering with Nextcomm is that they don't just see the client as someone to charge and provide a service to, but as a whole person.

They presented us with several solutions, such as AI-powered customer service, managing our service queues, and overseeing those queues. We have all this management focused on what's really happening. If a queue has a very high percentage of unattended customers, we analyze why: whether it's a technical problem or an adjustment issue.

So Nextcomm works a lot on this consulting aspect, not just providing services, but offering complete consulting services.

Hi, I'm Fagner, and I'm also one of the people responsible for telephony here at Sebrae Paraná. The telephony project here at Sebrae started in 2023, so I've been involved from the implementation stage until today.

Without a doubt, the biggest problem with the old solution was the technology being physically located in the offices. Nextcomm enabled us to move all that technology to the cloud. This ensured that the service was 100% up and running, without interruptions caused by physical problems, such as fiber optic cables, for example.

Furthermore, the solution provides us with monthly reports, allowing us to identify which office has the greatest impact from calls. Today, Sebrae's clients frequently use telephone support, and thanks to these reports, we can understand where there is the highest demand, where clients are not being served, and when Sebrae is most frequently contacted.

This has made our daily lives much easier. Its importance is enormous. Clients constantly turn to Sebrae for help with questions, and Nextcomm, through AI technology, has greatly facilitated this service.

Today, when a customer calls Sebrae, they can get their questions answered through AI. This artificial intelligence answers relevant questions and, when necessary, directs them to Sebrae consultants.

The customer gets in touch wanting to ask questions about their company, and this AI, with a whole script and intelligence behind it, is able to answer in a simple and easy way. When it's something more technical or specific, the call is directed to a consultant, who can clarify all the doubts.

Having integrated AI provides unified service for all offices, in a simple way that is easy for the customer to use and understand.

We conduct satisfaction surveys every year, and one of the items evaluated is the telephone service. Through these surveys, we've noticed that the service is being very well received by everyone. Besides being easy to use, it's a very effective tool for what the employee needs.

Without a doubt, Nextcomm has always been a great partner of ours, constantly bringing us new technologies, service improvements, and helping us to have a holistic view. Not just of telephony itself, but also thinking about the future. This has helped us a lot.