Project Description
Contact Center Solution For Premier Telecom Service Provider
The customer was facing challenges with:
- Processing multiple workflows used by the agents.
- Long delays in handling calls caused by switching between multiple systems.
- Errors due to updating information manually.
- Silos pertaining to different systems were causing bottlenecks.
- Issues related to data quality and overall customer satisfaction.
DGI SOLUTIONS
Data Glove’s solutions were able to help by:
- Implementing software robots to automatically process the workflows.
- Harnessing the power of Automation to offer an intuitive approach to data integration and workflow creation.
- Loading a detailed customer profile from multiple systems by automating steps like application launch, mouse clicks, field entries, etc. This eliminates the need to switch between various applications.
- Helping the customer to integrate with systems like CRMs and other third-party tools eliminating the time spent on cross-application desktop activities.
- Automating Workflows: Billing Data Processing, Employee Data Management, Refund Processing, Invoice Generation, Data Migration and Report Preparation.
RESULTS ACHIEVED
- The customer was able to Go live across multiple contact centers within 4 months.
- The customer was able to reduce Call Average Handling Time (AHT) significantly.
- The customer was able to reduce errors significantly.
- The customer was able to enhance their communications and improve their customer satisfaction score.
