Back to Case studyConsultancy Firm Bolsters Business Operations with Next-Level Cloud Communication Suite
ShareIntroduction
The customer is a reputed hardware consultancy firm known for conceptualising bespoke research-based solutions for their clients across India.
Business Challenge
The customer had no provision to capture leads and identify registered customers.
Their existing Public Switched Telephone Network (PSTN) solution was expensive, and the agent and the caller could view each other’s contact details.
With many employees working from home, the new solution had to enable Softphone or Voice over Internet Protocol (VOIP) on laptops, desktops and mobile phones through LAN, Broadband and Hotspot networks.
The customer wanted a hosted voice calling platform replete with IVR, call recording, location-based routing, number masking, and client history features.
The solution needed to be cost-effective and capable of remote workforce management to monitor the client support team.
TTBS Solution
- TTBS implemented Open VPN-based calling to enable Softphone or VOIP functions.
- The customer’s agents were connected to the TATA cloud phone server over VPN whereas incoming calls were received through PSTN.
- TTBS offered a user-friendly web interface to manage call routing based on geography, time and day, load balancing and real-time routing.
- Single SIP channel and centralised IVR for their pilot number was enabled to capture leads and connect to agents.
- The Sticky Agent feature routes customers to agents they already share a rapport with or agents well-versed with their transaction history for quick query resolution
Benefits
- The solution infrastructure enabled Service-level agreement (SLA) based services to ensure optimum operation.
- Business intelligence with detailed reports for improved business outcomes
- On-demand scalability for future-ready operations
- Remote-work friendly operations
- Cost-effective solution with Cloud-based capabilities and VOIP
- Improved client experience with direct access
- 24/7 connectivity for agents and callers
