Migrating to a modern CCaaS platform is an important step. But replicating business processes that are several years old into a new technology environment exactly as they are… is that really the best approach?
That’s exactly the question a manufacturing company asked itself after migrating to a new platform.
Following a recommendation from its CCaaS solutions provider, this organization partnered with Oxilio to optimize its call flows.
As is often the case during a cloud migration, the initial objective was to replicate the existing configurations to ensure a smooth transition. But it quickly became clear that many call flows had evolved over the years without being reassessed.
The result:
These issues had a direct impact on both customer experience and operational efficiency including:
By rethinking these processes and leveraging the capabilities of the new platform, the project evolved from a simple technical migration into a broader operational optimization initiative, guided by one key question: does this step truly add value for the customer?
Several menu levels were removed to reduce the number of options and provide faster access to the appropriate resources.
In some cases, calls ultimately reached the same teams despite going through multiple unnecessary layers of navigation.
Instead of having customers wait on hold for extended periods of time, an automated callback feature was implemented. This improvement provided a much smoother customer experience while reducing the frustration associated with long wait times.
Queues were redesigned based on the nature of requests, associated business processes and the level of expertise required.
This approach allows each interaction to be directed more efficiently to the most appropriate resources. Simpler requests can be handled quickly, while more complex or higher-value cases are routed to agents with the right expertise.
The result is more relevant routing, improved operational efficiency and a better overall service experience.
When wait times become longer, the system automatically collects key information from the customer before the call is answered by an agent.
This information is then provided directly to the agent when the interaction begins, allowing them to access the customer’s file immediately and start the conversation more quickly with better context.
The contact center solution and CRM were also integrated to eliminate duplicate data entry and make operations simpler, faster and more seamless for teams.
This integration also made it possible to leverage customer data in real time to optimize interaction routing. Calls can now be dynamically routed based on the customer profile, history or type of request, ensuring more relevant handling from the very first interaction.
Oxilio’s team supported the organization throughout the entire project, including:
This collaborative approach allowed the client to modernize its environment without disrupting daily operations.
The improvements implemented quickly delivered tangible benefits:
Most importantly, the organization now benefits from an environment that is simpler, more scalable and better aligned with its current operational reality.
Oxilio’s team helps organizations optimize their CCaaS environments to improve customer experience, simplify operations and maximize the capabilities of modern platforms.
