Back to Case studyLoyalty program solutions agency deploys a toll-free service for higher business reach
ShareHighlights
- Toll Free Services: Smart enquiry management with call routing options
- Increased call handling capacity
- Fully scalable infrastructure ensuring future-ready operations
- Business intelligence via detailed call reports for enhanced business outcomes
Introduction
The customer is a leading digital rewards & loyalty software company helping their clients’ outreach to gain more customers, channel partners and employees with solutions powered by AI. With six offices and seven agent locations throughout India and the APAC region, the customer provides last-mile support and loyalty program fulfilment services.
Business Challenges
In recent times, the customer experienced an unexpected surge in demand, leading to a significant increase in call volumes.
To handle the sudden spike and regular inquiries, the customer required a connectivity solution that efficiently dealt with the high volume of calls.
The new solution needed efficient management options like call routing, daily reports and analytics to plan future strategies and marketing initiatives.
TTBS Solution
After reviewing the customer’s requirements, the TTBS solution architect implemented the following solution:
- TTBS upgraded the customer’s existing Toll-free service and integrated a user-friendly web interface for managing call routing based on geography, time and day
- The solution enabled load balancing, real-time routing. and secure routing via PIN, whitelisting as well as blacklisting.
- With a customisable dashboard, the customer could view detailed reports and call data as per their requirement.
