Case study

Thuraya handles 90% of calls within 20 seconds in their multilingual omnichannel contact center

To achieve an excellent level of service, Thuraya needed a cloud-based contact center capable of serving multiple languages and with a complex distribution system. inConcert's technology allowed them to integrate their channels and management systems, coming from different networks.

  • Industry
    Telecommunications
  • Positions
    50
  • Operations
    United Arab Emirates
90%

of calls answered
within 20 seconds

15%

Improvement in
first-call resolution

18,5%

Reduction in management
time per agente

90%

of calls answered
within 20 seconds

15%

Improvement in
first-call resolution

18,5%

Reduction in management
time per agent

90%

of calls answered
within 20 seconds

15%

Improvement in
first-call resolution


18,5%

Reduction in management
time per agent

Hablan los protagonistas

Let’s hear from the protagonists

"inConcert has really helped us achieve excellence in our customer service. Our contact center is now much more accessible to customers and partners. We are also able to meet their needs more efficiently and quickly. Along with integrated and segmented service channels, we have achieved a very high level of attention and our customers and partners can feel the difference."

Asim Khattak, Senior Manager
Sales & Customer Support

Features
  • ACD multi-skill
  • Integration to backend and CRM systems
  • New channels: email and chat
  • Multilingual omnichannel
Solutions

InConcert Omnichannel
Contact Center

Features
  • ACD multi-skill
  • Integration to backend and CRM systems
  • New channels: email and chat
  • Multilingual omnichannel
Solutions

InConcert Omnichannel
Contact Center

The challenge

Thuraya's goal was to improve its customer service channels to raise their level of service. There was a buisness need to integrate phone calls, emails, and web chat into one unified queue.

Due to the global nature of their operations, a major challenge was the integration of three different types of networks:
  • Satellite network over SS7.
  • TDM network via an existing PABX.
  • Internal IP network for contact center users.

It was also necessary to integrate the telephone channels of two different sources - the existing PABX and a third-party IVR - and to establish a complex distribution mechanism.

Another challenge is that, due to the global nature of Thuraya's operations, their contact center supports a wide range of languages. Depending on the preferences of each caller, calls should be directed to the most skilled agent who speaks the customer's language. In turn, VIP customers must flow to a priority service queue.

Also, the omnichannel platform had to be integrated into the corporate CRM, so that agents could continue to process the management of customers from there.

A major challenge was to integrate three different types of networks and telephony channels from two different sources.
Dstacado
A major challenge was to integrate three different types of networks and telephony channels from two different sources.

Solution

inConcert was perfectly suited to Thuraya's needs, integrating into their backend systems, multiple networks and CRM.

  • A special access line was created, diverting VIP customers to a priority service queue.
  • Regular customers can call the satellite helpline and select the preferred language for their attention. Each agent is assigned a skill level for each of the languages supported by the contact center. To maximize resource optimization, the system allows the same agent to serve both standard and priority queues and in multiple languages.
  • The inConcert platform transfers the interaction to the most qualified agent, based on the agent's skills and the call's own information. In turn, it populates the CRM with the customer's ID and the selected language, so that agents are ready to handle communication in the most optimal way.
  • New digital channels were also implemented, integrating email and web chat interactions so that they are managed in a unified way on the same platform.

The results

Implementing inConcert's all-in-one solution, Thuraya has optimized its customer service.

90%

of calls answered in less than 20 seconds

15%

increase in FCR




18,5%

reduced engagement
time per agent

18,5%

reduced engagement
time per agent

This delivered significant results in the optimization of their operation:
  • Established service level targets were exceeded. 90% of calls are answered within 20 seconds.
  • The first call resolution rate (FCR) was increased by 15%.
  • Improved agent performance and management times by 18.5%, providing a superior level of service to customers.
  • NPS increased by 33%.
An efficient multi-skill ACD, integrated into our CRM and their backend systems.
Dstacado
An efficient multi-skill ACD, integrated into our CRM and their backend systems.

Thuraya

Thuraya Telecommunications Company is an industry-leading global telecommunications provider and MSS operator. It offers innovative communication solutions to a variety of sectors including energy, broadcast media, maritime, military and NGOs. Thuraya's network enables clear communication and uninterrupted coverage of two-thirds of the world by satellite and the entire planet through its unique GSM roaming capabilities.

  •  
    Industry: Telecommunications
     
  •  
    Positions: 50
     
  •  
    Operations: United Arab Emirates