BPOs
Thuraya answers 90% of calls within 20 seconds in its multilingual omnichannel contact center
Solution
90%
of calls answered before 20 seconds
15%
Increase in FCR
18.5%
reduction of management time per agent
A country
United Arab Emirates
90%
of calls answered before 20 seconds
15%
Increase in FCR
18.5%
reduction of management time per agent
A country
United Arab Emirates
The challenge
Thuraya's goal was to improve its customer service channels to raise its level of service. I needed to integrate phone calls, emails, and web chat into a unified queue.
Due to the global nature of its operations, a major challenge was the integration of three different types of networks:
- Satellite network over SS7.
- TDM network through an existing PBX.
- Internal IP network for contact center users.
In addition, it was necessary to integrate telephone channels from two different sources - the existing switchboard and a third-party IVR - and establish a complex distribution mechanism.
Another challenge is that, due to the global nature of Thuraya's operations, your contact center supports a wide range of languages. Depending on the preferences of each caller, calls should be directed to the most qualified agent who speaks the customer's language. In turn, VIP customers must be directed to a priority service queue.
Finally, the omnichannel platform should be integrated with the corporate CRM, so that the agents would continue to process the management with the customers from there.
The Solution
To improve customer service and provide a financial helpline to its service providers, Thuraya used Inconcert software to incorporate an efficient multi-skill ACD, integrated with the CRM.
Inconcert was a perfect fit for Thuraya's needs, integrating with its backend systems, multiple networks and the CRM.
Main solutions developed:
As a chatbot powered by artificial intelligence, it has three extremely valuable capabilities to provide optimal service:
- A special access line was created, diverting the attention of VIP customers to a priority service queue.
- Regular customers can call the satellite helpline and select the preferred language for their care. Each agent is assigned a skill level for each of the languages supported by the contact center. To maximize resource optimization, the system allows the same agent to serve both standard and priority queues and also multiple languages.
- The Inconcert platform transfers the interaction to the most qualified agent, based on the agent's skills and on information specific to the call. In turn, it provides the CRM with the customer ID and the selected language, so that agents are ready to handle communication in the most optimal way.
- New digital channels were also implemented, integrating email and web chat interactions so that they are managed in a unified way from the same platform.
Inconcert has truly helped us achieve excellence in our customer services. Our contact center is now much more accessible to customers and partners and we are able to address their needs more effectively and quickly. Along with integrated and segmented service channels, we have achieved a very high level of service and our customers and partners can feel the difference. - Asim Khattak, Senior Manager Sales & Customer Support
The conclusion
results
Satellite telecommunications provider with global coverage
Thuraya Telecommunications Company is a global telecommunications provider and industry-leading MSS operator. It offers innovative communication solutions to a variety of sectors including energy, broadcast, maritime, military and NGOs. Thuraya's network enables crystal-clear communication and uninterrupted coverage of two-thirds of the world via satellite and the entire planet through its unique GSM roaming capabilities.
