Cloud solution for excellent customer support

With the existing telephony system, the customer had only limited control over the external call center service provider. Call volumes lacked transparency, and the available options for quality assurance were insufficient.

In addition, agent training required a considerable amount of time, negatively impacting efficiency in ongoing operations.

For our customer, we took over the initial configuration of the solution. This included the planning of call flows, routings, reports, and dashboards to establish a solid foundation for the continuous improvement and automation of customer interactions.

By adopting a cloud-based approach, the solution was integrated into the existing ticketing system. This enabled a targeted optimization of agent effectiveness and ensured a seamless end-to-end process across all relevant systems.

To ensure optimal preparation, comprehensive test cases were designed based on the initial situation. Various scenarios were mapped and tested to guarantee stable and smooth operations.

In addition, security profiles with clearly defined permissions were created, ensuring that different roles such as agents, quality assurance, and managers had access only to the functionalities relevant to them.

Depending on the specific use case, the required infrastructure consisting of services, network, and storage was set up. In parallel, training materials were developed and end users were trained accordingly.

Furthermore, LionGate assumes full responsibility for operating the solution as a managed service, ensuring stable and reliable operations.

The result is an efficient tool with a single, centralized user interface that places a clear focus on customer interaction and optimally supports agents in their day-to-day operations.

Comprehensive historical analyses as well as real-time reports enable targeted and transparent agent management, providing a solid basis for both operational and strategic decision-making.

Significant cost savings were achieved through a usage-based “pay-as-you-go” pricing model, without compromising flexibility or performance.

The solution meets the requirements of a modern contact center platform and is fully GDPR-compliant, ensuring the secure and legally compliant handling of sensitive data.

Thanks to the intuitive user interface, call flows can be quickly and flexibly adapted. Simple drag-and-drop controls allow changes to be implemented directly with minimal effort.