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
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