It is a leading courier (logistics) service provider of domestic & international destinations. They provide exclusive services like premium express and supply chain solutions which help with the delivery of products as per the customer.
Main Challenges being faced by them:
Uptime: The uptime was not reaching 99%
Hardware: Managing on-premise solution (contact center) was hard to keep up when there is an excess workload (customer queries)
Real-time Call Analytics: Monitor of live status of total calls answered/received, rejected, missed was difficult
The Cloud-based Inbound Contact Center works as a centralised contact center that receives incoming calls from multiple customers and routes the call to the available agent. The contact center can be launched without any capex requirement. This will ensure a quick response to customer queries without missing any opportunity.
Centralised inbound contact center powered by Knowlarity offered the opportunity to manage a streamlined and flexible cloud contact center to receive every call placed on the business number without missing a single call.
The automated IVR response solves most of the customer queries within the designed menu options which saves the time of both customers and agents. This transition increased every agent's productivity by answering a large number of calls as compared to earlier even when the agent is working remotely during the COVID phase. The success story of the leading logistics company depicts the smooth integration of Knowlarity’s Cloud communication solutions in the logistics industry.