Customer Services agents had to hop between multiple systems to access customer information.
Standard Operating Procedure (SOP) was very complicated.
No integration between call management and backend systems.
Escalations would be noticed only at the last moment.
Customer engagement after resolutions was erratic with no uniform communication.
Highly demanding and sensitive managed customer segment.
Dynamic verification system
Automated work allocation
Standardized customer communication
Automated escalation matrix
Minimal intervention in core system
High First Touch Resolution