The challenge

With the existing telephone system, the client had little leeway in controlling the external call centre service provider. The call volume was not transparent and there were insufficient possibilities for quality assurance. In addition, the training time for agents took too much time.

What we did

Among other things, we took over the initial configuration of the solution for our client by planning the call flows, routings, reports and dashboards and thus created a basis for the further improvement and automation of the customer interaction. Through the cloud-based approach, we integrated the solution into the existing ticketing system to optimise the agents’ ability to act.rnrn-To be best prepared, we designed the test cases to match the initial situation and mapped and tested a wide range of scenarios. rnrn-We created security profiles with authorisations so that certain roles (agent, QA, manager) only had access to selected functionalities.rnrn-In line with the use case, we set up the infrastructure (service, network, storage).rnrn-Training documents were designed and we trained the users.rnrn-LionGate is fully responsible for the operation as a “Managed Service”.

Amazon Connect

The results

Efficient tool

An efficient tool in only one user interface with which the focus can be placed on customer interaction.

Targeted agent control

Comprehensive historical and real-time reports offer the possibility for targeted agent control.

Cost saving

Cost savings, thanks to usage-based payment (pay-as-you-go)

Contact centre solution

A contact centre solution that complies with the GDPR.

Quick adjustment

Quick adjustment of the call flow(s) thanks to the easy-to-use user interface (drag-n-drop).

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Eduard Gelert

Eduart Gelert