The Story

The client was focused on enhancing its customer service department by implementing a Contact Centre as a Service solution. They aimed to streamline their processes, improve agent performance, and deliver faster and more efficient customer support.

The client, based in Sweden, is a customer-centric company established in 2008. They focused on enhancing customer service through innovative technology, aiming to improve efficiency and overall customer experience.

Amit

Founder & CTO

The challenge

• > Real-time performance monitoring

• > Need for analytical dashboards

• > Efficient organization management

• > Rating system for agent performance

• > Robust backend and responsive UI

• > Optimized queuing system

The solution

Our team developed an Admin Portal to manage users, notifications, and B2B purchases, and created a real-time dashboard to monitor agent activities. A comprehensive reporting module was integrated to generate detailed agent performance reports, while a chat application was introduced to enhance communication. Additionally, an FAQ module was implemented to improve self-service for both internal and external users. Using technologies like Node.js, React.js, RabbitMQ, and AWS, we optimized the queuing system, ensuring efficient handling of requests with fewer delays.

The outcome

The solutions achieved the client's goals, resulting in a streamlined customer service system. Workflow efficiencies improved, processing times decreased, and the queuing system issues were mitigated. Real-time dashboards enhanced productivity, enabling the client to respond to over 85% of calls promptly. The project demonstrates how innovative technology solutions can transform customer service operations.