CALL CENTER AUTOMATION
Our Client is one of the TOP European Retailers.
The CALL Center is one of the main remote customer service channels FOR THE RETAILER Significantly increased CALLs workload in the recent years WHICH has negatively affected the quality and speed of service.
CHALLENGES
NO SINGLE CS SOLUTION
Customer data is scattered across multiple systems
Contact center employees have to work with several windows at the same time
A LOT OF MANUAL OPERATIONS
Manual customer data search in multiple systems
Manual data transfer between multiple systems
Manual processing means a loss of time
POOR CUSTOMER SERVICE
High risk of customer churn
Decreased customer loyalty
One of the RETAILER’s main goals is to create the most comfortable Customer Service experience. To achieve this, the Client highlighted the following objectives: Contact Center Automation and DEVELOPMENT OF PROCESSES TO INCREASE CUSTOMERS SATISFACTION.
OBJECTIVES
To choose a platform/framework to create a targeted solution.
To develop and implement the targeted solution that will simplify and systematize the Customer Service process, as well as make it as fast and efficient as possible.
To analyze the Customer's needs, form technical and business requirements.
To create a roadmap for further development of the solution.
To create a targeted solution, our Team chose the Pega Customer Service framework which meets all the Client’s requirements.
IMPLEMETED SOLUTION FUNCTIONALITY
Integration with Cisco UCCX and Cisco Finesse
Automatic customer identification
40 points of integration with ABS Equation to receive and update customer data
Scripts and prompts configuration during the service
Management of Customer Cards (creating/checking for duplicates/editing/searching/viewing changes)
Inbound and outbound customer service calls
Customer support
Warm Transfer (the process of transferring customers’ calls between operators)
System Settings Management at the Business User level
Customer data management: Collecting and storing customer service information including the history of interactions
RESULTS
Reduced Processing Time
The average customer request processing time has been reduced by simplifying and systematizing the work of the Retailer’s employees.
An up-to-date and easy to use solution has been implemented for the Retailer's employees, which allows providing Customer Service in a "single window" mode.
“Single Window” Mode Service
The foundation for further Customer Service Channels Automation has been built.