Digitized Citizen Experience and Reduced Agent Efforts
See how our client transformed contact center operations, improved customer services, and increased agent efficiency through Leader Group’s Contact Center Solution.
Client
Provided Services:
Geography
How to establish an omnichannel presence to innovate at scale?
With an equal emphasis on quality and innovation, the leading contact center strives to provide excellent operational efficiency and customer service. When the client commenced providing customer services with agility, the rapid uplift in customer traffic and unprecedented growth posed challenges—impacting their capability to provide a unified experience.
This is when the client turned its attention to upgrade its existing system. The legacy system, with time-consuming manual processes, was basically dulling responsiveness and impacting the help provided to people. As a result, maintaining the system and enhancing it was a tedious job. Critically, the old system could not maintain its processes or stay prepared for communications and emergencies.
After reviewing the current status of the Communications and Emergency Center, the client decided to have a digitally advanced solution that would avoid delays in responses and add flexibility, scalability, and agility. For help with architecting and implementation, the client turned to Leader Group. The client engaged our core digital transformation team with their key stakeholders to reinvent how customers experience them in daily life.
The program depends on 3 core pillars:
- Build a new contact center solution
- Launch new digital channels to engage
- Develop new capabilities
Delivering IT Innovations on Emerging Technologies for Over a Decade
As a leading IT & Consulting service provider, we helped the client transform contact center operations, resulting in exceptional experiences.
Our three-pronged approach: People, Process, and Technology, helped the client digitize its customer services, drive high operational efficiency, and reduce agent efforts.
Developed a Contact Center Solution to Transform Customer Services and Boost ROI
Helping an enterprise transform its customer relationship is not an easy job— it is like the science of assembling building blocks. The customer had already expressed its requirement for an omnichannel facility for a better client experience, avoiding delay, and maintaining readiness.
What, was needed for such a challenging goal was a technological accelerator— a total operation management solution that would interlink all building blocks together in one harmonious structure.
The client agreed to the Leader Group’s recommendation. Our team of experts shared knowledge and critical know-how with end-users throughout the engagement. It was a step-by-step procedure finalized after rigorous assessment. Steps include in a solution to go live:
- Step 1: Contact Center Management Solution Design
- Step 2: Development and Implementation
- Step 3: Integration with Cutting-Edge Technologies
- Step 4: Testing and Quality Assurance
Agile methods were employed to make the new solution compatible with users’ requirements. Some of the enhancements made:
- Ensure unified communications
- Connected with the emergency center.
- Provide reporting and performance measures.
- Interlinked with Interactive Response Service (IVR).
- Monitors communications, crises, and emergencies.
- Endowed the system administrator with full control.
- Support free video calls, phone calls, chat, SMS, and social media.
- Manage the exchange of information between groups and departments.
- Enabled administrator to manage users, define their tasks and powers, and add all user data.
Our winning framework for excellence!
Discover
Define Your Vision, Plan Your Strategy, and Outline Your Business Case
As a first step, our team wore a consultative hat to assess the client's contact center processes, landscape, and business objectives to achieve digital business transformation. Accepting that, experts outlined the goals and strategies and devised a systematic approach to address gaps.Design
Prototype New Capabilities that Drive Profitable CX Journeys
As a next step, our team brought the right tools, frameworks, and templates to guide them on the path forward. They build a systematic step-by-step flowchart that bundles a relevant contact center solution. It was to prototype new capabilities to develop context-driven unified communication, resulting in proactive customer service.Deliver
Create an Ecosystem of Partners who can Innovate Your Vision at the Scale
Start to work on the design and development with a mix of niche players. We orchestrated the right software, platform, data, and people to develop an omnichannel solution with a more specialist foundation. The prime goal was implementing a solution that elevates self-service customer interactions, eliminates disjoint conversations, and decreases wait time.De-Risk
Structuring the Process to Minimize the Operational and Financial Risk
Finally, our team conducted thorough testing both "horizontally" and "vertically" to ensure the readiness of the solution, mitigate the risks, and provide proof of concept.Automated, Streamlined, and End-to-End Customer Service Experiences
The client can now manage its operations effortlessly with our total operation management solution—supporting unified communication.
As per the client, its collaboration with us has been immensely positive. The client is happy with our team, technology know-how, management consultation, and after-sales support. The new solution with new digital capabilities has helped it garner intelligent CX, which is the moment of truth today and tomorrow.
Agents now have single-pane-of-glass visibility. They can see all requisite information, including guided steps in one go — to efficiently monitor complaints, irregularities, and emergency issues while reducing customer service costs.
In addition, agents now need a few seconds or minutes instead of days or hours to manage cases due to improved issue prediction and resolution.
Benefits of Our Contact Center Solution to the Client:
- Faster Time-to-Market
- Improved Customer Value
- Higher Satisfaction Scores
- Higher Operational Efficiency
- Omni-Channel Hyper-Personalized Journey
Explore how we are helping enterprises create growth at the speed of life.
Investment Planning System
Visual Distortion Management System
Gardening Management System
Cleaning Management System
