Success Stories
Outbound automation for a large online retailer
Enhancing customer communication scalability for an e-commerce giant with cloud-based automation solutions
Case Study Overview
Problem
The client needed a scalable and reliable system to manage high-volume, transactional customer interactions efficiently, especially during sales promotions when traffic spikes up to 10 times the normal load.
About the client
The client is a large online retailer handling significant customer engagement through its cloud-based contact center, especially during peak sales periods.
Approach
- Cloud Contact Center Deployment: Implemented across multiple centers with 4,000 customer experience executives, supporting both in-office and work-from-home setups.
- Automation of Customer Engagement: Automated key processes like cash-on-delivery verification and order placement.
- Real-time Processing: Integrated in-line and near real-time handling of call requests, notifications, and placements for transactional processes.
- Passive Call Recording: Set up a call recorder to capture and record 100% of inbound calls for quality and compliance.
- High Capacity Handling: Managed 600,000 Busy Hour Call Attempts (BHCA) and handled over 4 crore calls during peak sales periods.
Solution
- Delivered a cloud contact center solution to manage high call volumes and automate customer interactions.
- Streamlined order processing to enhance efficiency and reduce response times.
- Ensured smooth operations even during peak periods with scalable technology.
