Back to Case studyA Financial Technology Solutions Provider Future-Proofs its Contact Centre Using TTBS Smartflo
ShareHighlights
- Improved customer experience with selfservice IVR options and quick call routing to the concerned departments
- Lower costs of ownership with Cloudbased communications that do not require large phone sets
- Easily accessible call metrics to evaluate performance and contact centre productivity
- On-demand scalability to handle higher call volumes as the business grows
- Multiple security layers to ensure logins by authorised personnel and keep communications encrypted
Introduction
The company offers customised fintech solutions for online, brick-and-mortar and omnichannel businesses. It focuses on building products and service platforms that can improve merchants’ access to their local markets and help them to receive payments securely through various payment methods.
Founded in 1998, the company began its operations with smart card-based payments and loyalty programs for the retail petroleum sector. Over the years, its solutions evolved in line with new digital transactions. Today, it offers technical risk assessment services, multi-channel analytics, lending and insurance services, tailored brand offers, cashback programs, and integrated billing among others.
For secure and real-time communications with the merchants, the company needed a Cloud contact centre solution. The phone service it had been using from another telecom service provider could not keep up with the growing requirements. To upgrade the contact centre infrastructure, the management contacted Tata Tele Business Services (TTBS).
We have a portfolio of advanced voice solutions based on different technologies. We recommend Smartflo – a customized contact centre software for companies seeking a Cloud communication suite to manage inbound and outbound calls from any device. After a quick demonstration, the company leadership signed up for the product.
Business Challenges
The company had been using a Session Initiation Protocol (SIP) service to communicate with its customers via inbound and outbound calls. For a more versatile and cost-effective calling system, it wanted the calls made to the provider number to be routed to agents’ desktops and laptops.
The idea was to reduce dependency on traditional call centre equipment and enable employees to manage calls from any device using a softphone.
Upgrading to a Cloud-based contact centre software was also motivated by several other factors. Some of them are:
- The company needed an Interactive Voice Response (IVR) system to assign calls to available resources as per the nature of queries to be answered.
- All calls had to be recorded and the call logs were to be stored to understand customer sentiments and measure the contact centre’s productivity.
- The end-to-end communication had to be secure and the application’s uptime had to be supported by a Service-Level Agreement (SLA).
The company’s Information Technology (IT) team wanted the contact centre software to integrate with its Customer Relationship Management (CRM) systems so that agents could access customer details while talking to them. They also expected the Cloud communication suite to be effortlessly scalable.
TTBS Solution
The solution architects from TTBS deployed Smartflo, and the existing SIP phone number was terminated with our server. They also installed a Multiprotocol Label Switching (MPLS) Virtual Private Network (VPN) link to route all calls on the number provided by the previous service provider to the agents’ extension.
As per the average volume of inbound and outbound calls, we configured 150 channels for inbound and 450 channels for outbound contact centre services. In addition, 250 channels were deployed for field executives who used the Smartflo application from different locations.
Agents could receive and make calls via a softphone using any desktop, laptop, tablet or smartphone connected to the internet. The calls were channelised via the VPN installed on the device.
Smartflo’s deployment provided the company with all the features they expected in a Cloud-native contact centre:
- The software’s multi-level IVR was easily customisable from a portal and the calls were routed based on the menu options.
- Smartflo also provided a sticky agency service that enabled repeat callers to connect with the same person they spoke with the same day.
- Supervisors could monitor and record calls for quality assessment and training
- From Smartflo’s easy-to-understand dashboard, the management could check the details of calls received, dailled and missed calls, if any.
- Strategically planned security features allowed only authorised users to log in to Smartflo via multi-factor authentication, and all communications were secured with 128-bit Advanced Encryption Standard (AES) and end-to-end encryption.
Smartflo also integrated seamlessly with the company’s CRM systems. We offered an SLA guaranteed uptime of 99.5% that supported business communications anytime-anywhere more consistently than traditional phone lines.
