COMPANY

A member of the Uganda ICT Outsourcing Services Association

COUNTRY

Uganda

INDUSTRY

Business Services

Know this Customer
PRODUCTS OR SERVICES

Service Cloud

The Client was a member of the Uganda ICT Outsourcing Services Association. They provide the infrastructure for multiple companies. The contact center staffs are from those companies who utilize the infrastructure provided by Cayman. Towards setting up the infrastructure, they used a combination of the telephony system (Asterisk) and Oracle Service cloud to facilitate the provision of a multi-channel engagement contact center infrastructure to their clients.

Challenge

  • Provide a Contact Center solution to manage service processes for client.
  • Scalable telephony system integration to manage multiple processes such as Answer, Call Transfer, Call Hold, Outbound and Automatic call dial-in

Solution

  • CRMIT’s CRM++ Asterix 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

Benefits

  • Increase in Agent effectiveness and First resolution time.
  • Configurable solution for managing diverse business process for various clients.
  • An effective revenue sharing model for small Organizations since the infrastructure is provided in a Opex model instead of a Capex.

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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