Optimizing Contact Center support with Customer Operations Toolbox at a Swedish Telecom operator
Background:
As part of our customers’ IT transformation initiative to consolidate IT infrastructure from various acquisitions, we built a Customer Operations Toolbox that provided a consolidated view of the customer (across brands) and allowed agents to handle customers in one single UI.
Agents could now view Engagements, Orders, Invoices, Customer information and recent Customer cases in one tool. With our quick action menus, agents could handle many requests and find opportunities to upsell to the customer.
Results:
Results have been amazing after this rollout
▸ Average handling time dropped by 20% compared to the previous solution.
▸ Product rationalization is possible because of a unified technology stack.
▸ Up-selling of subscriptions and hardware increased by 30%
Solution:
Customer Operations Toolbox is built as a standalone solution that could be deployed on the other geographies of this customer as well. We used asynchronous calls, caching and reactive architecture to ensure a smooth experience to the agents.
Goals of the solution were to build a multi-lingual and configurable system with flexibility for administrators to configure the settings, permissions and language. With built-in support for error handling and recovery to down-stream API failures, users are always informed about what feature is currently unavailable.
Built-in asynchronous metrics collectors track the product usage and agent performance. This helps the management prioritize the features and configure new product offerings based on customer preferences.
Technology stack:
Springboot libraries(Java), Postgres, React, Redux, Docker
Deployment:
Kubernetes
Key Features:
360 Overview: See all customer specific information, billing accounts, subscriptions, invoices, orders, cases, correspondence, alerts in one single view.
IVR & chat Integration: Flexible to be integrated with IVR and chat systems, and will land on 360 view of the customer calling in.
Multi Brand Support: In-built functionality for multiple brands of the telecom operator.
Multi Language Support: Enable seamless global engagement by providing a localized experience with multi-language support, allowing agents to interact in their preferred language.
Support for multiple legal-identity documents: Aggregate customer engagements, invoices and orders based on legal-identity across customer accounts.
Native integration with ServiceNow for case handling: Supports ServiceNow case management OOB , extensible to support other case repositories.
Built-in dashboards to monitor agent activity: Dashboards present time-period and user-based activity charts that help monitor system and agent performance.
Integration with Knowledge Management systems & FAQ bots: Integrate and present how-to to provide context-specific help.
Banners and alerts on customer and address: Show new offers / outages on a specific address and tailor made to customer profile.
Modern technology stack: Built on a modern technology stack (Spring Boot, Postgres and ReactJs) that is cloud native and runs as docker container.
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