Technology service provider optimises workflow with bespoke connectivity solution

Apr 2021 | CASE STUDY

technology service provider optimises workflow with bespoke connectivity solution

The Requirement

With a strong presence in multiple locations globally and in India, the customer required seamless connectivity for its entire team.

They needed a robust networking and telecom infrastructure that could manage the huge volume of incoming customer calls and wanted services to be tailored to each client’s unique requirement.

Uninterrupted connectivity to be maintained between contact centres and internal and external stakeholders was imperative.

Other specifications included a scalable voice infrastructure that could be upgraded without additional cost and personalised billing for individual processes and services on its common telecom infrastructure.

Overall, the customer stipulated infallible operational efficiency to back the scalable voice infrastructure.

Benefits

  • Enhanced productivity due to optimised workflow and empowered customer support teams
  • Improved customer satisfaction with 24x7 support, quicker resolutions and personalised customer service
  • Reliable and superfast connection that allowed access to critical applications with transparent, well-defined delivery norms under a Service-Level Agreement (SLA), ensuring smooth project management and execution
  • Cost-effective scalability that facilitated management of high call volumes at lower costs

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