CASE STUDY

Personiv UCC case study


TATA COMMUNICATIONS’ ONE-STOP SHOP MET BOTH THE NEEDS WITH MICROSOFT OFFICE 365 AND INSTACC GLOBAL™.

CHALLENGE:

To keep up with a dynamic, fast-paced business landscape and up its game in this era of customer centricity, Personiv was looking to adopt new-age technologies that would enable it to continue maintaining its position of being a premium outsourcing provider. Understanding the fact that providing a personalized & enhanced experience to its clients and customers alike and having a superior enterprise-wide collaboration tool are critical growth drivers, the company wanted to be at the forefront of digital revolution by leveraging most innovative solutions while driving business efficiencies.

SOLUTION:

Microsoft Office 365 was chosen as the collaboration solution, while a Tata Communications hosted Cisco-powered InstaCC Global™ platform provided powerful omnichannel contact center functionality.

Results

With the application of these tools Personiv has witnessed significant results. Agent productivity has risen significantly, first-call resolution rate has been northbound as calls are managed in one queue which is spread across multiple sites and operational efficiency has improved. This has resulted in Personiv building a stronger customer trust and loyalty.

  • 25% productivity boost with Microsoft Office 365
  • 60% reduction in cost of ownership
  • 10% rise in first-call resolution with InstaCC Global™
  • 15 to 20% improvement in agent efficiency

“With Tata Communications, geographical reach is never a problem and the highest quality is assured.”

Abdul Gani Imtiaz, AVP Information Technology, Personiv