In case of one of its customers, which is a major Australian service provider, a hosted contact centre was operated by Cyient as a helpdesk for the customer. Cyient went looking for a more robust, fully featured solution with more responsive support than the incumbent supplier was able to provide.
A cloud-based Tata Communications InstaCC Global contact centre was chosen to reduce CapEx investment. The production and disaster recovery (DR) environments are hosted in Tata Communications’ data centres.
The new InstaCC Global contact centre serves around 30 agents and two supervisors at the production site, while supporting 12 agents at the DR site. The elimination of off-net calling is estimated to have reduced costs by 55 percent compared to earlier setup, while the customer experience has been notably enhanced.
“A major downtime incident caused by a third-party problem was resolved by Tata Communications in just a few minutes. That’s the level of service we’ve got used to and it reflects very positively on our customer experience.”
Bhujangarao Amperayani, Senior Manager, Cyient Limited