Problem:
A large US based diversified scientific and medical manufacturing company started to deploy a new NICE InContact call management solution aiming to rollout to all southeast Asia countries starting with Japan. Stakeholders quickly realized that voice quality dropped significantly with agents experience delay, or noise, and dropped calls. A contact center is the everyday face of a company to their customers. The drop in call quality not only impacted sales and support, but also started to cause reputation damage.
Ingenium Grex Solution:
Redesign the call flow architecture. Replace the Internet as transition medium with a predictable, SLA based SIP trunk network from a large global ICT service provider. Eliminated unpredictable performance and reduced call flow latency caused by large geographic distances. Developed an implementation plan for other countries.
Outcome:
Clear and stable voice call quality. Dropped calls eliminated. Company can proceed with other project workstreams in their program to modernize customer experience in all SE Asia contact centers.
Lesson:
Good design, thorough testing, comprehensive risk and performance analysis, and in process adjustments delivered the desired outcome.
Peter Singh is Principal at Ingenium Grex, and can be reached at peter.singh@ingrex.net
