To Vaios Krokos / Editor in chief, epixeiro.gr
Tell us about the first steps of Microbase. How did it all start?
Microbase is a Greek company that provides Integrated Communication Solutions.
We founded it in 2003 with my partner, Antonis Psaras, specializing in Information Technology and Telecommunications. We started with the common belief that customer-centricity, cutting-edge technologies, creating a perfect team, security, excellence, would be at the forefront of our decisions and activities. This has been the case for 22 years now!
What kind of solutions do you offer to businesses, and what is your competitive advantage in the market?
The main pillars of Solutions & Services that we provide are Voice, IT Security, Cloud, Data Networks, and eventually, Vertical Solutions & Digital Transformation. Our portfolio also includes solutions such as Unified Communication, Contact Center and AI enabled Voice Portals, etc.
Our Team, consisting of Engineers and support staff with strong expertise, is distinguished for its dedication to the evolution of technology, and that is why we have managed, in our 22 years of operation, to have a rich clientele that extends to the Public and Private sectors. We are proud of this!
This dedication to knowledge and to People—as we say in our tagline—characterises every aspect of us, from the development of our Solutions (e.g., ease of use by the end user) and our security and professionalism (e.g., cutting-edge technology), to our customer-centricity (e.g., immediate service).
We believe that we must be by our clients’ side 24/7 (and we are!), ready to solve any challenge, as technology has invaded everyday life at such great speeds that its assimilation requires support from experts—especially for the B2B environment.
Let’s take a closer look at the Cloud Contact Center. What are the benefits for businesses, and how is it connected to their digital transformation?
Let’s take things in order.
The competitive market environment that entrepreneurs have experienced in recent decades has burdened them with dilemmas, challenges, and difficult decisions regarding the development and prosperity of their organisations. A one-way but with many benefits direction/decision is their digital transformation.
As I mentioned before, the basic pillars of Solutions that we provide at Microbase, constitute the complete “complex” that every modern business needs for its digital transformation. Our proposal, as experts in Technology, initially concerns the “door” of the business and the investment in it. By the term “door” we mean the first point of contact of a prospective or existing customer, which is the Cloud Contact Center.
A Cloud Contact Center is much more than its name suggests and can be the key to successful customer management: supporting a development vision, ensuring the desired financial indicators (KPIs), activating a unique customer and employee experience, and upgrading the brand name reputation.
Digital transformation is a one-way but with many
benefits decision for entrepreneurs
Does it concern all sectors, larger enterprises, and SMEs? Why is it worth investing in?
Investing in digital transformation, in the cloud, in a Cloud Contact Center, concerns any sector that has customers, that is, all sectors. Whether B2B or B2C. It concerns all objects and all sizes. By investing in a Cloud Contact Center, the basis for growth is created.
Cloud Contact Centers can be developed very quickly, so businesses adapt immediately to changing needs (e.g., seasonal fluctuations) and market conditions. Also, its powerful analysis tools provide valuable information on customer behaviour, agent performance, and operational efficiency, allowing data-based decision-making. Thus, growth begins to become a reality.
Additionally, investing in a Cloud Contact Center has an impact on the balance sheet, KPIs, the company’s treasury, if you will. Cloud Contact Centers require a lower initial capital expenditure compared to on-premise solutions, which require significant investments in hardware, software, infrastructure, and technical staff. And if we talk about operational costs, with cloud solutions, maintenance, upgrades, and system management are the responsibilities of the provider, reducing the burden on internal IT staff and ongoing operational costs. In addition, a Cloud Contact Center allows for the increase/decrease of resources based on demand, ensuring that the company only pays for what it uses. And of course, equally important is the ability provided by the Cloud Contact Center to reduce the need for physical office space, since employees can work from anywhere (hybrid work model). This is how the desired financial performance indicators (KPIs) are achieved.
Training, compliance, security, quality, trust, reliability are steps
of evolution and continuous adaptation, protecting the reputation
of a company as a reliable business partner/vendor.
How does the overall customer experience change?
It changes the overall experience of both the customer and the employee.
Since the Cloud Contact Center is the “door” of the company, it is the first impression and the point where the customer experience begins. A Cloud Contact Center will not leave customers waiting on the phone; it will not confuse them, but will direct them to the right service endpoint. Features such as AI voicebots and chatbots improve service quality and customer satisfaction. And of course, flexible skill-based routing helps optimise available resources and minimise wait time.
In addition, the simple and effective tools provided to employees reduce their workload, increasing productivity and minimising simple, time-consuming tasks.
This is how you win in the unique customer and employee experience.
What about the required training, security, certifications, quality of services?
Equally important criteria for progress!
Training, regulatory compliance, security, quality, trust, reliability are steps for evolution and continuous adaptation. At the end of the day, these protect the reputation of each company as a reliable business partner/vendor.
Cloud providers:
a) invest heavily in security measures and compliance certifications (often beyond what small-medium businesses can afford),
b) offer built-in compliance tools and regular audits, ensuring compliance with industry regulations (e.g., GDPR) and
c) automatically provide ongoing training.
Also, the reliability offered by leading Cloud Contact Center providers (i.e., high uptime guarantees and strong disaster recovery options) ensures stable service availability, reduced latency, and improved call quality.
Criteria that also affect business reputation—brand name.
A comment on Microbase’s next steps and goals
We can all see that artificial intelligence is present and being developed. So, as Engineers we love cutting-edge technology and challenges; we have rolled up our sleeves and are working on it. Technologies such as Voice Gateways with natural speech recognition and trained large language models are now part of the Microbase platform. Additionally, technologies that can extract meta-information from voice dialogues and allow for the evaluation of communications, are used in our platform to provide data for improving service and the overall customer experience.
The plus for us is that we are the manufacturers of the Solutions we provide, so we have the ability to renew our products with cutting-edge technologies for the benefit of our customers, always honouring our beliefs: customer-centricity, cutting-edge technologies, creating a perfect team, security, excellence.
The Cloud Contact Center significantly improves
the customer and employee experience
The interview was published on epixeiro.gr on 13/03/2025 (in Greek)