Egypt, India
Technology
2020
iDialouge, Customer Service Operations, Customer Service, Customer Scenarios
Create the Future, Get it done together
At VOIS, we always establish robust firewall rules and network security that prevent unauthorised access to our network. We inspect incoming and outgoing traffic using security rules to identify and block threats.
We created the Intelligent ticket routing tool for Vodafone Germany and VOIS Egypt to eliminate the complex manual work of our colleagues in the GSL Business Technology team with a zero-touch operation to save their valuable time and effort.
Our Incident Management teams partnered with Vodafone Germany and built a database-to-database connection as a web-based application for fast, automated dispatching techniques, eliminating manual operations where there were delays. Our Intelligent Dispatching (DB) tool is connected to remedy any issues through Amazon Web Services (AWS) data migration services to get all relevant tickets and then pass those tickets to our logic and dispatching algorithm.
To optimise customer service operations to improve the Average Handling Time (AHT) and increase the number of clients each agent handles within a reasonable timeframe. The prolonged handling time for each scenario directly affects the Average Handling Time (AHT) metric. Due to the time-intensive nature of scenario handling, each agent may be able to assist only a limited number of clients. Inefficient customer service operations affect customer satisfaction and increase operational costs.
We designed the iDialogue to serve VOIS CARE agents in Egypt and India. We built an admin interface that defined scenarios with predefined steps and responses to common customer issues. To efficiently handle customer issues by following the scenario steps created by the admin for simplified customer inquiries resolving process. Features like dashboard analytics, memo generation, newsfeeds, wall of fame, and links help streamline customer service interactions, foster collaboration, and improve user experience.
Effective resolution of customer issues.
Offered dashboard analytics.
Tracked most frequently used scenarios.
Analysed cases where systems may not fully resolve conflicts.
Monitored AHT and pinpointed areas for improvement.
Generated and shared memos based on the scenario resolution.
