About the Client

The client is one of the leading US-based Telecommunication companies serving 25 million customers their service. The company wanted to build a new custom platform over its existing legacy platform.

Business Challenges

Unable to handle a huge number of customers
The client had only the email channel & portal.
Amazon Connect was used to provide telephony services.
The Service tickets were manually created by the agents

Business Solution

Royal Cyber integrated Bot Building Framework to automate interactions with customer contacts
An inbound contact flow was created to define the customer experience through an IVR.
An outbound contact flow was created to connect with customer contacts.
Operation handlers to configure automated interactions for customer service cases.

Key Outcomes

Boosts Agent Productivity

The Agent Productivity Increased due to the outbound contact flow

40% Reduced Call Abandons

The call abandons decreased hence creating satisfied customers

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