Case Studies 02
Client
The client is an online marketplace and transaction solutions provider in the US and India markets. The company also manages the outcomes of the participants in the real estate industry through their processes, software, and behavioral analytics offerings. The typical users of our client’s solutions include financiers, loan servicing agencies, property investors, consumers, home-buyers, customer relationship managers, and originators.
Business Challenge
The client had more than 20 business units each having a separate support desk supported by an on-premises solution for custom IVR implementation.
However, the existing solution lacked the swiftness and ease of adding, when needed, a new business to the IVR support desk. Therefore, the objective was to simplify the change implementation process while also controlling the costs.
Further, the client also wanted to obtain feedback from each caller at the end of a call, and store it in their on-premises data warehouse.
Solution Provided
Cubestech proposed and implemented a solution that would be powered by AWS Connect Services.
Further,
- Each business unit had a separate toll-free number in the new set-up.
- Recreated separate contact flows to suit the need for each unit.
- Each call flow was integrated with multiple third-party APIs for retrieving disparate data.
- The IVR calls were also routed to agents based on skills and the complexity of the issue.
- Each survey had multiple touch-points for obtaining feedback from users, and the results were stored in S3 as well as in the on-premises database.
Business Impact
- The client’s support desk is now supported by personalized IVR that prompts responses based on the product(s) for which the caller (customer) wanted to talk about.
- Insights: The client is now able to collect data regarding the caller’s business.
- Increased support efficiency: Calls auto-routed to only skilled agents with a track record of handling product-related issues.
- Customer feedback (experience/satisfaction) of their interaction with the support executives - achieved through multiple automated surveys.
- Feedback auto-stored in the on-premises database.
