Initial situation in the company
Landline phone numbers from O2.
We have deployed the OptimCall phone system as a service on OptimSys’ servers to operate the customer support line. Due to technicalities, we arranged transfer of the support line phone number to an alternative phone service provider. The customer uses landline phones as little as possible, most calls to the customer support line are routed to mobile phones of respective employees.
As part of the implementation, we created a custom-built IVR based on customer’s data, whose branching is controlled by the data from the customer’s information system. During a prototype test deployment, the customer clarified his needs and refined and modified his requirements. Accordingly, we did not only make changes to the IVR, but also made some adjustments to the OptimCall system.