#contactcenterworld
Manama, Bahrain, Dec 30, 2020 -- Invita, a PCI-DSS certified provider of Business Process Outsourcing (BPO) and Digital Transformation Solutions, has announced that it is handling substantially higher call volumes due to the COVID-19 pandemic and has managed the workload whilst complying with Ministry of Health’s safety regulations, leveraging their early investments in IP based Contact Centre Solution.
"Almost 50 per cent of our call centre staff are either working from home or from client locations thanks to the early investments we had made in IP based private cloud hosting setup," said Rahul Bhalla, Invita’s Chief Executive. "The heavy investment in infrastructure has reaped numerous benefits during this challenging time, allowing us to ensure the safety of our staff and have them work from home, from day one and maintain and provide our customers with value-added services such as telebanking IVR, WhatsApp, AI BOT, Dialer, co-browsing and alternate channels immediately", he added.
In addition, to call centre staff benefiting from working from home, Invita also installed digital contactless security solutions in operations facility, which would also monitor and record employee temperatures at entry points. In addition, the Company implemented a robust sanitizing regime which included a daily disinfection routine and a weekly deep office cleansing.
New office space was also rented to ensure employees could apply social distancing norms. "The Pandemic has been a very challenging time for businesses, with numerous companies having to delay hiring. Considering that, I am very pleased to announce, that not only did Invita retain 100pc of its staff during the Pandemic, but we also hired an additional 70 new staff since March 2020. We were also recognized by the Ministry of Labour and Social Affairs for consistently maintaining a high level of Bahrainisation, which currently stands at 88pc," Bhalla concluded.
Posted by Veronica Silva Cusi, news correspondent
Source: https://www.newsofbahrain.com
About Invita BPO:
Invita is a provider of customer service solutions, dedicated to helping businesses build meaningful connections with their customers. With a focus on innovation, advanced technologies, and a customer-centric approach, Invita empowers organizations to transform their customer experiences and drive business growth.
Published: Thursday, December 31, 2020
| 2.) |  EVA Voice Biometrics Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent. Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o... (read more) |
| 4.) |  Voice to Digital Connect, Agent Guided Workflows Cielo helps companies improve customer service experiences in the voice channel by connecting them to ai digital journeys that resolve issues. Voice to Digital Connect works in the IVR and gives mobile customers the option to skip the wait and connect to an ai chatbot that is built to resolve specific low-touch repetitive issues. Guided workflows automate the many steps agents need to take to resolve a customer issue with AI-powered procedures, all within one agent-guided screen. It integrates directly onto the agent’s desktop with digital applications that create a hybrid voice + digital experience that reduces AHT and improves first-call resolution. Our Applications support en... (read more) |
| 6.) |  Consilium UniCloud™ UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models. With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C... (read more) |
| 7.) |  eGain Solve Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World   |
| 9.) |  SPEED & PLUS The SPEED solution solves for service level issues while cost optimizing the environment with automation. Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment. Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires. Speed features: *Automated / Scheduled Temporary Agent Skills Configuration Management *Immediate Temporary or Reoccurring Schedule Skills Configuration Changes *Easy to Use/Operations Administration Focused *Descriptive Monitoring Activity Dashboard *Detailed “End to End’ Audit Trail and Perfor... (read more) |
LOGIN WITH YOUR CONTACTCENTERWORLD.COM ACCOUNT
I am checking out all the amazing and daily updated content on ContactCenterWorld.com and networking with professionals worldwide
Send To Friends Post On My Wall