Contact Center – BOT WhatsApp
THE ISSUE
Our client needed to provide the citizenry a service that would allow them to inquire about the electoral process, catering to polling authorities, party delegates and common citizens alike.
At rollout, our client only had analog lines and personalized service for each call, with a basic automated call distributor.
PROPOSAL
We proposed the installation of a Contact Center with CRM integration.
SOLUTION
We provided a complete Contact Center solution: omnichannel with BOT for assisting social networks, and telephony for phone calls.
We integrated the automated call distributor with the CRM in order for the operator to know beforehand who he was talking to by showing the information on screen.
RESULTS
On election day 12.000 phone calls were answered as well as 7000 social network inquiries, with only 60 attendants operating the Contact Center.
The platform was operational and suffered no glitches.