INBOUND CALL ROUTING & MANAGEMENT

This public company with a market capitalisation of $US2B is one of the largest online search portals in the world operating across 2,000 cities and towns with over 57 million unique and regular users and over 11 million listings.

The Customer acts as an intermediary between buyers and sellers by guiding buyers to connect with the most appropriate sellers of products and services.

Business Requirement

  • As a trusted broker of products and services, the Customer acts as an intermediary between consumers and business. The trust of both parties is crucial to the integrity of each and every transaction.
  • Need to use a mechanism to monitor business-prospect interactions while respecting the privacy of both parties.
  • A solution that would support millions of complex voice interactions with the minimum of human intervention. It needed to capture requirements data from inbound callers, determine the most appropriate sellers of required products and/or services, and connect the two or more parties. In some cases, there may be multiple sellers who meet the criteria.
  • Recording and analysing traffic is critical for both billing and planning.

Business Solution

  • Following a detailed study, the Solution was designed such that the phone numbers of the business or the prospect were not shared with each other. This ensured the privacy of both parties without compromising ease of use.
  • Talisman's SmartSwitch™ cloud communications infrastructure enabled the Customer to provide its merchants with local smart virtual numbers in key locations across the country.
  • The end-to-end infrastructure is monitored and managed 24x7x365 by Talisman's Global Network Operation Centre (GNOC) for service assurance and to meet strict Service Level Agreements (SLA's).
  • Number mapping is automated using API's and fully integrated with the Customer’s back-end systems.
  • Serial calling or parallel calling of up to eight merchant phone numbers along with customised Interactive Voice Response (IVR) ensures the greatest opportunity for merchants to close sales opportunity.
  • Authentication and authorization at all levels ensure high levels of integrity and security.
  • All interactions are recorded for quality control and training purposes.
  • Detailed analytics and reporting are provided.

Business Benefits

  • A comprehensive end-to-end managed process with strict SLA's.
  • Improved service levels led to increased customer loyalty in a highly competitive market.
  • Delivered step change in customer experience.
  • Call handling capacity scaled up rapidly to manage extreme peak call rates.
  • Automated call monitoring, recording, and archiving.
  • Real-time national interaction tracking heat map.

Technology/Tools

  • Talisman SmartSwitch™ with SmartCall™, SmartChannel™, SmartMessage™, SmartCRM™, and SmartIVR™.
  • API's for integration with Customer’s back-end systems.
  • Customised voice and data messaging
  • 24x7x365 operation.
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