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Route to Efficiency With ARSI Omni

ARSI solutions have empowered this leading Indonesian transportation company to successfully integrate its contact center services. This initiative has significantly enhanced the effectiveness of live agents and operational efficiency. It marks an innovative leap in delivering premium service to the community.

INDUSTRY

Others

SOLUTION

BPaaS CC

FUNCTION

Customer Service

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Company background

One of the transportation companies that plays a vital role in connecting the heart of the capital with its suburbs. Operating since 2008, it offers advanced integration of transportation modes, thus becoming the backbone of urban mobility and facilitating the daily movement of hundreds of thousands of residents.

Prior condition

The contact center management is separated between voice and non-voice services, resulting in suboptimal customer service.
This condition also leads to high live agent requirements, thus operational efficiency is not yet optimal.

Objectives to achieve

Optimal integration between voice and non-voice contact center management to improve operational efficiency.

Implemented solutions

ARSI Omni revolutionizes contact center management by combining voice and non-voice services in one platform. Innovative agent management features allow efficient management of all agents, both for handling voice and non-voice inquiries. With ARSI Omni, the need for live agents can be optimized, resulting in smoother and more responsive interactions with customers, eliminating barriers in traditional customer service.

ARSI Omni

Goals achieved successfully

Now, communication is smoother, thanks to the successful integration of voice and non-voice services in the contact center.
With ARSI, the company is able to optimize the role and recruitment/training needs of their live agents.
The implementation of ARSI has brought significant operational efficiency to this transportation company; service quality has been improved and operational costs reduced.

50%

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