Technology Solutions Provider Augments Customer Services with HIVR Solution


Highlights

  • Cost-effective solution that provided all services (call recording/ inbound/ missed calls) on a single platform
  • Customised IVR configuration for personalised service to callers
  • Zero CapEx services that could be accessed entirely through the cloud with no requirement of a PBX at the customer’s end
  • Easy scalability ensuring future-ready business processes
  • Improved customer service with efficient problem solving

Introduction

The customer is a leading technology solutions provider specifically catering to various e-Governance, IT, ITeS, education, healthcare and other business verticals. Established in 2000, the company provides technical services and solutions to help governments improve citizens’ lives through e-services. It also aids corporations in improving daily processes and optimising productivity.

Business Challenge

The customer required a communication solution that would provide a unique tollfree number (TFN) to their three offices.

The entire communication system had to be configured to a single platform via which the customer could access all data such as call recordings, missed calls, inbound and outbound calls.

To maintain and track agent’s performances, they needed separate mapping for all TFNs. Overall, the customer was looking for a cost-effective solution that also ensured future scalability.

TTBS Solution

After analysing the customer’s requirement, the TTBS solution architect facilitated the cloud-based Hosted Interactive Voice response (HIVR) solution for inbound calls:

  • The single platform solution carried customised IVR configuration for each of the three offices.
  • With unique TFNs for all three branches, the HIVR solution also enabled mapping to the head office for management.
  • Incoming call recording facilitated simplified tracking and management to ensure optimum agent performance. Missed calls could also be analysed similarly.
  • The solution’s single-admin portal allowed the customer to understand user behaviour, troubleshoot issues and track call flows.
  • The solution was architected for easy and efficient scalability. The TTBS team offered 24x7 customer support to ensure smooth and efficient system management

To download the case study enter your details

Enter Name
Enter valid Email
Enter Company Name
Enter Valid Mobile Number
Required

You may also like


    Connect With Us

    Request a
    Call Back

    We will be happy to address your queries over a call.

    Click Here

    Connect on
    WhatsApp

    Mon - Fri
    10 am 6 pm

    Connect on Whatsapp Connect on Whatsapp

    Connect
    Toll-Free

    Call us on 1800 266 1800
    or email us

    dobig@tatatel.co.in

    Email us at
    dobig@tatatel.co.in

    Call 1800 266 1800

    Request a
    Call Back

    We will be happy to address your queries over a call.

    Click Here

    Connect on
    WhatsApp

    Mon - Fri
    10 am 6 pm

    Connect on Whatsapp

    Connect
    Toll-Free

    Call us on 1800 266 1515
    or email us

    1515@tatatel.co.in

    Email us at
    1515@tatatel.co.in

    Call 1800 266 1800

    Please Fill in Your Details and We'll Call You Back!

    Please enter Name
    Please enter Organization
    Please Select State
    Please Select City
    Please enter Valid Email
    Please enter valid 10 digit Mobile Number
    Please Select Category
    Please Select Service
    Enter valid OTP
    Please Provide Consent

    Great! Your details have been submitted successfully.
    You will soon hear from us.

    Please Fill in Your Details and We'll Call You Back!

    Please enter Name
    Please enter Organization
    Please enter Valid Email
    Please enter valid 10 digit Mobile Number
    Please Select Category
    Please Select Service
    Enter valid OTP
    Please Provide Consent

    Great! Your details have been submitted successfully.
    You will soon hear from us.