Project Objective
Set up a modern contact center for handling citizen and stakeholder queries efficiently.
Project Model
CRM-Integrated Dynamic Contact Center as a Service (CCaaS)
Omnilink’s Uniqueness
Deployed IVR-based multi-language contact center integrated with CRM, ticketing and 100% voice recording with NAS backup.
Integrated Value and Outcome
- Enabled 40-agent capacity with 3-tier IVR system
- Hosted solution at OSDC with secured internet access
- Real-time voice/data analytics for better service delivery
- Enhanced stakeholder communication with WhatsApp, SMS, and email integrations
Value for Client
Improved citizen service experience, automated ticket handling, secure data retention, and comprehensive analytics for performance tracking.
