Challenge
The financial services division of a leading car manufacturer was having difficulty meeting its customers’ service expectations due to the challenge of dealing with multiple, non-integrated call centres. Front-end and back-end systems, many of which were crucial for serving customers, were not communicating with each other. Maintenance and development costs were adding up, and call centre agents’ ability to provide positive customer experiences was being hindered. As a result, technological, capital and human resources were not being employed efficiently.
Solution
Online was engaged to centralize the division’s call centre operations and to unify their disparate back-end systems. To do this, Online leveraged a Genesys-based platform and developed an integrated virtual call centre that provides advanced new capabilities and efficiencies. To link the crucial back-end applications, Online carried out a large scale application integration project using TIBCO, VoiceXML, and a service oriented architecture (SOA). The result is a simplified and integrated structure that gives our client new levels of productivity, efficiency and control.
The solution utilized Online’s services in…
- VoiceXML
- Service Oriented Architecture
- Integration Services
- Customer Interaction Management
- Genesys
Benefits
- Time savings, cost savings and increased efficiencies with a centralized, integrated solution.
- Improved customer experience through advanced self-service call centre applications and intelligent routing.
- Improved service levels with real-time interaction management.
- Elimination of application development and maintenance with an advanced administration interface.
- Future scalability with a standards-based open architecture.