Deploying a turn-key contact center for Vodafone

The Challenge

Vodafone launched a global bid to create an integrated contact center system for handling various customer service functions, from billing inquiries to fault reporting. eSAL won the contract to deliver a full turn-key solution, including professional services for hiring and staffing the operations.

What We Did

We provided Vodafone with a fully integrated contact center platform tailored to their diverse customer service needs.

Key features of the solution:

Scalable Contact Center Platform: Designed to support 150 agents with both IP and TDM systems.

Directory Assistance: A reliable European Directory Assistance platform with flexible IQ for consistent performance.

IVR (Interactive Voice Response): A modern Voice XML system powered by Speech Genie, featuring voice activation and Text-to-Speech.

CTI (Computer Telephony Integration): Allowed customer data to appear instantly on agent screens, enabling faster, personalized responses.

The Result