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Oracle CX for giant telecom
in middle east
Improved process automation and transformed business engagement at multiple fronts

Challenge

  • Expand into alternate channels of support beyond call centres
  • Better Customer Insights and Unified Customer Information
  • Lack of self service capabilities and Tracking of chat conversations
  • No Case tracking mechanism
  • Absence of escalation framework
  • Inability to measure agent productivity
  • Lack of Knowledge base automation
  • Poor Work Force Management

TechM Solutions

  • Customized 24/7 Web Self-Service for Visitors.
  • Portals for Partners and Employees
  • Oracle Right Now Chat for providing chat options to customers
  • Reporting and analytics to measure agent productivity.
  • Knowledgebase enables to build content based on the questions your customers actually ask.
  • Enable Incident tracking, with an unique business rules for each Geographies.
  • Oracle TOA, enables intelligent routing/scheduling engineer visits to site(s) efficiently.

Business benefits

  • Integrated and Consistent Customer Experience across all channels.
  • Integrated CX solution, enables 360 degree of Customer with Sales, Order, and Service managements.
  • Routing of Chat Requests to appropriate agents based on the skills sets.
  • Incident Queue functionality based on type of requests
  • Automated multi-level escalations.
  • Improved customer experience by clarifying customer questions and needs through Self Service and FAQs.

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