Case Studies


Using Virtual Agent Software Program To Make Road Freight Company’s Customer Service Soar

Using Virtual Agent Software Program To Make Road Freight Company’s Customer Service Soar

Project summary

A full-service transportation company offering personalized support to ensure meticulous transference of freight and cargo was facing difficulty with their voice department. Their call volumes continued to increase and the calls themselves became more complex and lengthy. With the assistance of our virtual agent software program, they experienced increased productivity and revenue with reduced staffing and operation costs.

Problem

As their call volumes continued to increase and the calls themselves became more complex and lengthy, they recognized that they needed to place an emphasis on retaining the contact center’s knowledgeable and skilled agents in order to keep service levels high and improve the average speed of answer. Their customer support was being compromised due to increased downtime and call dropping leading to poor customer feedback.

Solution

Our virtual agent software program solution tightly integrates automatic call distribution functionality with sophisticated computer telephony integration applications in both traditional circuit-switched infrastructures and session initiation protocol based Voice over Internet Protocol (VoIP) environments, while providing 99.999 percent availability.

Outcomes

They experienced increased productivity and revenue with reduced staffing and operation costs. With improved customer service and rapid return on investment, the company was enabled to maximize its profits, reduce staffing costs and turnover, deliver superior customer service and improve the overall performance to better meet the company’s business objectives. As a result, they made the decision to permanently implement our virtual agent software program.

Detailed Outcomes

The client benefited from smoother and accurate VoIP processing, on time call answering service, reduced turnaround time, and satisfied vendors, among above mentioned things.



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