Success Stories
Enhancing customer engagement with a cloud-based contact center
Streamlining customer engagement with a cloud-based contact center solution, driving efficiency and cost reduction
Case Study Overview
Problem
The client needed a comprehensive, flexible, and cloud-resident inbound/outbound solution to manage operations across their call centers, replacing outdated hardware systems and ensuring integration with MS Dynamics. They sought to reduce the reliance on hardware-heavy systems like Aspect and improve scalability.
About the client
Aditya Birla Capital is a leading financial services company, with multiple subsidiaries and a vast customer base across India.
Approach
- Single Cloud Contact Center: Unified operations across all subsidiaries, improving manageability and operational efficiency.
- Inbound & Outbound Automation: Supported both inbound and outbound call centers with integrated IVRs, self-service options, and BOTs.
- Seamless Integration: Integrated with existing systems, including MS Dynamics, to provide a smooth, end-to-end solution.
Solution
- Unified all call center operations with Ubona’s HALO Connect cloud contact center solution.
- Provided a scalable, feature-rich platform designed to grow with the company’s needs.
- Integrated automation to enhance efficiency and streamline customer interactions.
