Back to Case studyMultinational IT Consulting Giant Chooses Smartflo
ShareHighlights
- Smartflo: Rise in agent productivity with a greater number of calls answered per shift
- Reduction in ACHT due to instant availability of customer details on the screen
- Improvement in customer experience, thanks to faster resolution of queries
- Elimination of CapEx for upgrading of on-premise platform
- Evidence-based analysis of agent performance through data downloaded from Smartflo’s reporting module
- Call recording abilities for agent feedback and training
Introduction
The customer is the IT services consulting arm of a multinational information and communication technology (ICT) equipment and services company. It has continuously leveraged technology to deliver strategic business solutions in IT consulting, managed infrastructure services, application services, and ERP.
As a global service delivery centre operating from India, the organisation serves customers across 36 countries and is based in Pune, Bangalore, Noida, and Hyderabad.
Business Challenges
While it was already using fixed-line telephone services offered by Tata Tele Business Services (TTBS), the company also needed a specialised solution at its Network Operations Centre (NOC) to manage in bound calls from the UK.
The NOC was installed over an on-premise Cisco platform to redirect calls to agents’ mobile numbers and allow them to work from home. However, this architecture presented certain challenges:
- The Cisco solution couldn’t meet the parallel ringing requirement that enables businesses to direct incoming calls to all available agents simultaneously and ensure that no calls get missed. Shift-based routing was an other challenge
- Upgrading the Cisco platform, although feasible, involved significant CapEx
- The company also wanted to get analytical call reports covering details such as successfully connected calls, agent utilisation data, phone numbers of callers and the mobile numbers used by their agents, average call handling time (ACHT) per agent, and recordings of conversations for reference.
TTBS Solution
TTBS offered Smartflo to enable the migration of customer’s NOC to the cloud, providing features such as Automatic Call Distribution (ACD), intelligent IVR, sticky agent, Computer Technology Integration (CTI), and Customer Relationship Management (CRM) app integration. The organisation got a contact centre package that could efficiently address the issues they faced.
Smartflo helped the client save costs involved in deploying a remote work friendly contact centre and brought numerous features that the management teams needed. They can now monitor calls easily and support agents in real-time.
- Smartflo made parallel ringing and shift-based routing feasible for all agents answering calls on their mobiles–the company could automatically redirect incoming calls to all executives working in a particular shift. The moment an agent answered a call, the other phones would stop ringing and helped enable other calls
- The organisation also got streamlined admin, supervisor, and agent-level access to multiple features of their new contact centre platform. The agents now had clearer details about customers while answering their queries, facilitated by CRM integration. Like wise, administrators and supervisors had the call details they needed to analyse performance and daily productivity.
- As a web-based solution accessible via desktops and mobile apps, Smartflo’s deployment did not involve the CapEx anticipated with the on-premise platform. The organisation got abudget-friendly payas-you-go model for its calling operations.
