The customer’s existing system used a BSNL PRI and EBPX console to manage calls, which had proved insufficient. Monitoring employee performance had become a challenge since the outmoded technology did not allow call recording
Moreover, since the setup depended on physical infrastructure, their existing system lacked agility and suffered periodic malfunctioning. Agents frequently had to use their personal mobile devices to contact clients.
The customer wanted a one-stop solution that resolved all their issues and streamlined calls. It had to implement efficient mobility services for callers to access customer support and make their bookings.
- Agile customer service for enhanced business outcomes
- Improved internal communication amongst departments and offices
- Call recording and management made easy
- Cloud-based solution ensuring future scalability