TTBS implemented Hosted Call Connect from the Smartflo Cloud Communication portfolio.
Hosted Call Connect enabled outbound and inbound calling with call patching which automatically routed customer calls to delivery agents and vice versa. The in-built API integration also ensured data privacy.
For tracking and auditing phone conversations, the solution facilitated call recording in tandem with a Web-based portal that could be accessed for reporting and analysing agent-customer interactions.
To ensure a robust customer care response, TTBS enabled logins for the team so that the latter could access client details and history via CRM and address queries and complaints in real time.