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.
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.
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.
Challenges and Solutions
Challenges
GSL Business Technology team needed to automate and enhance the customer service ticket dispatching process to replace complex manual work with higher chances of human errors. Also, they wanted regular automated reports with insights for customer service improvements.
Solutions
After the discovery and framing journey, we created a web app with an intelligent algorithm to reflect the ticket dispatching processes after considering the required rules and factors to determine the dispatching flow within different queues and teams. The development of the Intelligent Ticket Routing Tool made it possible to reach the maximum dispatching quality. It minimised the time and strenuous efforts needed to fulfil the customer's needs. We provided our customers and colleagues with featured Analytics and Data Insights.