IPCC for NATCOM
Build a large-scale Integrated Customer Care Center (IPCC) infrastructure for NATCOM in Haiti.
The IPCC project in Haiti is being implemented by ITPRO to provide a modern, multi-channel customer care call center solution for the NATCOM network.
● Business Domain:
Customer care: A system for receiving and processing complaints, as well as answering telecommunications users' inquiries in real-time.
Service consultation: Providing a channel for information promotion and consulting on tariff packages and VAS services directly via phone.
Technical support: Connecting users with a team of technical experts to address issues related to connectivity and equipment.
● Outstanding technical features:
CTI (Computer Telephony Integration): Synchronize call data with customer management software, displaying subscriber information as soon as the call comes in.
Automatic Call Distribution (ACD): Automatically route calls to the appropriate group of agents based on language or specialized skills.
Recording and Monitoring: Supports 100% call recording and allows management to directly monitor the quality of agents' work.
Real-time Reporting System: Provides a dashboard to track performance metrics, call drop rates, and average talk time.
● Benefits provided:
Enhancing user experience: Minimizing wait times and increasing customer satisfaction in the Haitian market.
Optimizing resources: Assisting telecom operators in managing their call center staff in a scientific and efficient manner.
Stable system: Ensuring 24/7 operational capability in a developing telecommunications infrastructure.