Challenges
- To bring in better productivity and visibility in terms of Call Handling and Call Servicing
- Concentrate on Providing Quality Customer focus and spend less time on redundant Call Logging activities
- Provide customer satisfaction with value added services such as Parking, Forwarding, Retrieving, Call waiting, CLIP etc.
- Deliver on Service Level Agreements with least disruption of service
Based on our understanding of customer requirements, we estimated that the customer required a robust and scalable Solution that could cater to
- Increased growth
- Provide competitive advantage.
- Handle the increasing DNC list (DO NOT CALL LIST)
- Result in tangible process improvements.
- Provide Features to support call center activity such as
- Call logging,
- Call barging,
- Call recording,
- Failover of link and server
- Provide operational support to run their IT Operations efficiently with least disturbance
