Invosys collaborated with a sizable UK Financial Institution to infuse a higher degree of intelligence into their call routing operations. In doing so, the institution was able to significantly improve their customer service experience, increase efficiency and reduce operational costs.
The institution had 2,700 inbound numbers on the Cisco ICM platform, the capability to categorise numbers based on the number itself, as well as how they were terminated to their 16 call centre locations. Their needs also included the ability to flexibly redirect calls depending on the call centres in operation, and to expand the number of active call centres when increased capacity was required.
