Strict SLA’s with 24/7 support
Global customer base requiring 7×24 support with strict SLAs
High volume across multiple teams
More than 50 ‘Application Types’ and around 200 cases per day
Need to onboard new hires efficiently
From new hires to product specialists, add & manage their skills & experience
Prioritized Cases
High priority SLA-bound cases automatically assigned and managed with auto-escalations
Automated load-balancing
Cases can be “held” in queues allowing managers to pre-empt workload spikes & agent availability
Skills-based assignment
Skill sets tracked by capturing the type of cases closed by each agent –with lessons learned
Before – 6 people rotating through shifts -2-3 hours assigning queues each – that’s totally eliminated
Brought the number of assignment rules down from 100 (hard-coded) to less than 25 (dynamic)
