The client is a subsidiary of one of the leading private Banks, operating for over 3 decades, with a network of 150+ branches in India. It ranks amongst the Top 5 companies in the Broking & Distribution industry
The client has been facing stiff competition from both Established players as well as Upcoming Unicorns in its vertical. The existing legacy dialer and contact center CRM solution deployed had limitations in being upgraded. Hence, there was the need for an alternate solution. This solution was supposed to ensure that prospect leads through various channels could get routed to the Contact Center Team on-the-go. Otherwise any delays in reaching out to such prospects would result in losing that prospect to competition.
eDAS, Consulting conducted an “As-Is’ product study and identified the following areas of improvisation:
Subsequently, eDAS extended “VAANI 2.0” solution, which had additional value-added services embedded in it.
“VAANI 2.0” helped mitigate the challenges of disposition mis-match. This was done through its inherent capability of cohesive integration with back-end CRM systems such that dialer disposition would automatically reflect on the CRM as well.
There are certain In-built features of “VAANI 2.0” like “Graphical Performance Statistics” display on agent screen, alerts triggered when threshold exceeded, etc.
“VAANI 2.0”, by design, is highly suited for ‘Work-from-Office’ as well as ‘Work-from-Home’ environments. It significantly helps in overcoming limitations of conventional Quality Assurance process, since Call audit, monitoring, feedback, calibration sign-off between Operations and Quality Assurance team, etc. can be done online itself.
“VAANI 2.0” integration with back-end CRM solution was also strengthened on various fronts. These included perform validations prior to uploading data in dialer for out-calling, real-time customized MIS Reports availability to authorized personnel, etc., amongst others.