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  • Sandeza

Sandeza builds and manages a globally-distributed Customer Service center for the client

Updated: Jan 20, 2022

Business Case:

For the globally distributed support teams supporting large Enterprise customers, smooth handoffs and speedy resolution were key. Currently, disparate systems (in CRM & Telephony) was not efficient. Reporting and Metrics were not accurate.

Solution Implementation:

Expanded implementation of Connect, integration with ServiceNow, SSO and call logging/analytics platform. Continuing integration with Speech Analytics platforms for performance improvement. Dashboard and Custom Reporting were part of solution.

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