COMPANY

A member of the Uganda ICT Outsourcing Services Association

COUNTRY

Uganda

INDUSTRY

Business Services

Know this Customer
PRODUCTS OR SERVICES

Computer Telephony Integration

The customer is a member of the Uganda ICT Outsourcing Services Association. This dynamic and innovative consultancy provides the professional and management services for companies and public institutions to enhance their efficiency and effectiveness in allocating their resources.

Challenge

  • Inconsistency in customer engagement channels and hence customer experience
  • Declining agent’s productivity, due to knowledge base accessibility
  • Customer retention and loyalty

Solution

  • CRM++ Asterisk telephony system integration for automating call operations
  • Agent level security for data restriction to avoid cross-organiztion/contact record views
  • E-Mail and chat channel automation with queues and SLAs setup for the individual Oraganizations
  • Automatic assignment of customer queries to the appropriate contact center agents

Benefits

  • Improved agent consistency in responses across multiple channels,including e-mail, web, phone, and social, with agent access to a central knowledge repository
  • Improved customer relationships, service levels and customer satisfaction
  • Improved service / first-call resolution time
  • Improved reporting & collaborative management
  • Ease of access to all communication channels
  • Reduced training costs

Customer Success Stories

Retail Chain implements Incident Management with Service Cloud to address customer effectively

Travel Management Company implements Service Cloud to redefine Passenger Experience

Multinational Bank enables Merchant Banking Support with Service Cloud to manage their customers effectively

Global University improves Mobile Experience by migrating to RightNow (Service Cloud) Customer Portal

Airliner enables WCAG 2.0 AAA Compliance with RightNow Service Cloud Customer Portal Migration

Global Education hub improves Student Data Collection Processes with RightNow Service Cloud implementation

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