Trimax Americas is now operating under its original legacy brand Data Glove. Learn More
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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.

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