Omnichannel Contact Centre & Service Desk Automation
An omnichannel contact centre and automated service desk giving customers one entry point across voice, email, chat and social channels.
RingCentral Solutions needed a customer contact layer that brought every channel into one queue with one view of the customer. We implemented the omnichannel contact centre, automated the service desk for first-line resolution, and integrated the telephony and customer systems so agents work from a single screen.
- Service:Enterprise Applications
- Client:RingCentral Solutions
- Sector:Unified Communications
- Location:Nairobi, Kenya
- Duration:Ongoing, service expansion
- Status:Ongoing
- Started:2024
Scope of Work
The work is running in phases, with each phase signed off before the next begins.
Omnichannel contact centre deployment across voice, email and chat- Service desk and incident management automation
- Customer portal and remote collaboration enablement
- Telephony and unified communications integration
- Agent dashboards, queues and service reporting
- Training, change management and support handover
Solution & Progress
- One queue instead of a channel per team
- Faster first response on customer contacts
- Reduced handling time through automation
- Clear service reporting for every channel
Technology & Partners
Delivered with Enterprise Applications technology and support from our certified partner network.
RingCentral
freshdesk
Asterisk
Yeastar
KIOUDIP
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Our team of experts is ready to collaborate with you every step of the way, from initial consultation to implementation.