Beyondsoft Service Desk Team Increases Call Center Monitoring Coverage by 100% Without Adding Headcount

THE CHALLENGE

The?client needed?a?full command over its call center monitoring ecosystem.?It?was monitoring?50% of the calls,?with mostly repetitive and?manual processes.?The client?sought?to implement?intelligent service desk operations?through?automated solutions.

THE SOLUTION

Beyondsoft?quickly scaled the?client’s?operation by?customizing and deploying?the Beyondsoft Intelligent Operations Platform (BIOPS). Within months, the global coverage map saw a significant growth.?The client?more than doubled?its monitoring capacity to include all 350?queues?of consumer calls, representing a 100% coverage,?and reduced the incident response time,?all?without?adding?headcount.

As an?artificial?intelligence/machine?learning solution, BIOPS fulfilled the?client’s?need to eliminate manual processes and embrace automated?monitoring, issue detection, and alerts.?In addition, the client?also?automated?ticket escalation, call-to-action, and root cause analysis.

Beyondsoft’s?managed service also provided the client additional business resiliency through geographic?diversification by operating in China, India, and Costa Rica. The offshore teams monitored?the support calls around the clock and across all geographies The client?gained total?visibility?of?the?entire?operations, which was?critical to the ever-increasing demand for?omni-channel support.?

Ultimately, the call center operations became more efficient and intelligent, able to identify issues early to reduce call volume and accelerate issue resolution, potentially even fixing issues before consumers notice them.

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