Industry: Service Provider Region: EMEA Technology: UC/Customer Care
A Middle Eastern telecom provider had difficulties implementing and managing new contact center technology as it had internal difficulties adapting to the pace of business change over the last few years.
Past deployments were rarely implemented on time in this company, including new contact center services such as marketing campaigns. However, when the Cisco CADI services team was brought in, it proposed a Smart IVR architecture and strategy through a series of customer workshops that impressed the telecom provider on multiple levels.
Smart IVR helped the company by allowing non-technical staff to easily modify IVR flows without the need of IT support. The steps to do so are simple and straightforward:
Smart IVR is a web-based application. That means the telecom provider’s users only needed a supported web browser and user credentials to work on it, saving the company’s IT teams time and expense. Smart IVR also helps keeps track of every change implemented, which makes future system troubleshooting easier and more manageable.
Seeing how it highlighted an advantage, and more importantly, a quick go-to-market approach, the telecom provider was able to deploy the solution swiftly. Employees intuitively understood the new system, which ultimately helped to improve their marketing campaigns as the call flow process could be easily changed.
