What Happens When Technology Is Designed For Success? €2+ Billion In Value Delivered And Counting
Technology is most effective when it goes beyond just keeping things running. It should help organisations move faster, innovate with confidence, and create better experiences for customers and employees.
As businesses go digital, their technology environments become more complex. Cloud platforms, applications, infrastructure, security needs, customer expectations, and market demands are always changing.
Network Compliance (VCI_IN Network) - IT Operations
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.
Intelligent Ticket Routing - IT Platforms and Automation
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. The output goes to our robotics farm, which term access remedy, and assigns each ticket to a specific member. The inspiration behind this solution was to simplify, facilitate, and transform the way of work for our incident management DE Teams in the operations customer support.
Challenges and Solutions
Challenges
High latency towards incident ownership, lack of quality criteria mapped to team skillset, low adoption to customers’ support requests, human dispatching faults, and lack of positive response to daily operational changes.
Solutions
We built an intelligent web-based Tool to drive automated dispatching techniques faster. We provided end-to-end automation of ticket dispatching service, quality-of-service integration through mapping incidents for best-fit competent members, user-friendly applications, monitoring, and governance dashboards. It is a 24/7 automated process with a monitoring dashboard and reactive process notifications.
Value and Impact
5000+
Dispatched 5000+ Incident tickets per month.
0
Saved time of one full-time employee.
0
Distributed tickets faster.
80%
Accelerated average handling time and first-time resolution (FTR) up to 80%.