Cloud based Hosted Solution - Smart Helpdesk

The customer is one of the world’s leading providers and manufacturers of healthcare solutions, based at Mumbai. Their product range consists of 5,000 different merchandises, a majority of which are manufactured by them. They also offer supplementary services and consulting.

The customer aimed at creating a service desk based at their Mumbai office, which would help address various ailments and book appointments for dialysis treatment. The customer required to connect to various patients so that they can cater to a large geographical area. For these pan India operations, they were looking for a central service desk with a toll-free number, so that their clients would not need to pay for long calls. They also wanted a reporting and recording mechanism to keep track of day-to-day calls.

TTBS recommended that the customer opts for HIVR with an advanced option of 20 channels. This gave the customer 30 days’ recording of all calls along with standard reports. TTBS guided the customer by providing the necessary audio files for the prompts as requested, in expected formats.

The customer received:

• A cloud-based IT infrastructure to host and handle calls for faster deployment
• Real-time monitoring and analysis of call traffic
• The total cost of ownership was low