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    24 Village Dr, Daisy Hill, 4127 QLD.
    07 3608 5853
    +61 4 75 692451AU QLD
    +61 29 059-2389AU NSW
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    Webbee Australia - Bitrix24 Gold Partner
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      Webbee Australia - Bitrix24 Gold Partner
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      Webbee Australia - Bitrix24 Gold Partner
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      07 3608 5853AU QLD
      +61 4 75 692451AU QLD
      +61 29 059-2389AU NSW
      Request a Call
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        • 07 3608 5853AU QLD
        • +61 4 75 692451AU QLD
        • +61 29 059-2389AU NSW
        • Request a Call
      24 Village Dr, Daisy Hill, 4127 QLD.
      sales@webbee.com.au
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      • Customer Support Centre for Telecommunications Service Provider

      Customer Support Centre for Telecommunications Service Provider

      • Customer Support Centre for Telecommunications Service Provider
      Project Task
      Contact Center set up
      Date
      20/08/2021
      Area of Application
      Contact Center
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      Our experts will answer any question about the project
      Contact Center set up

      The Challenge

      Large telecommunications service provider reached a point when the need for handling and processing of all incoming inquiries from multiple communication channels in a centralised manner became apparent.

      The Solution

      • Connection of Facebook, Instagram, WhatsApp and Live chat through Bitrix24 Contact Center
      • Configuration of WhatsApp connector with the use of webhook in Twilio console (WhatsApp Business API integration)
      • Configuration and connection of a regular expression-based chatbot that supports nested menu structure
      • Migration of the portal from Cloud to On-Premise (MS Azure)

      The Results

      All incoming inquiries are registered in Bitrix24 with an indication of their respective sources of origin.
      Chatbot is utilised as a great tool for resolving frequently asked questions and reducing agent load. If the customer’s inquiry remains unresolved, the chat is handed over to the agent who receives it in accordance with queueing and workload distribution rules.
      Centralised processing of incoming customer communications provides management flexibility and allows for in-depth analysis of marketing strategies and sales goals.
      On-premise migration completed and portal settings configured accordingly. 

      You can schedule an online session with us or you can call us at +61 7 3608 5853.


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      Business process automation is the optimization of the work of all areas of the company. If the company plans to develop, then the work of each department should be automated.
      User Support and Consulting
      User Support and Consulting
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      07 3608 5853
      +61 4 75 692451AU QLD
      +61 29 059-2389AU NSW
      Mo - Fr: 9:00 - 6:00
      24 Village Dr, Daisy Hill, 4127 QLD.
      sales@webbee.com.au
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