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Creating a Comprehensive Customer Experience Centre with Cisco
- Region MEA
- IndustryEducation
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Overview
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The University of Nairobi was looking to centralize the inefficient and disjointed operations of its numerous departments. The client wanted a single point of contact for all processes along with call center automation. Redington partner, Computech Limited, assessed the client’s requirements and came up with an end-to-end solution to address the challenges. Computech implemented the Cisco Unified Contact Center Express solution, which provided a secure contact center software solution and IVR ports that were easy to deploy and manage. The deployment was done in a timely manner and to the client’s satisfaction.
- Objective To create a comprehensive center to improve service delivery and customer satisfaction
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Challenges
- Centralize processes across departments
- Automate call center floor
- Monitor quality assurance of call center agents
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Outcomes
- Secure and sophisticated contact center software solution
- Easy to deploy and manage IVR ports
- Workforce productivity improvement
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