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To enhance stakeholder communication and deliver prompt, personalized service, Omnilink Technology partnered with the Odisha School Education Programme Authority (OSEPA) to deploy a modern Contact Center as a Service (CCaaS). Leveraging advanced IVR, CRM integration, and real-time analytics, the solution transformed OSEPA’s citizen engagement landscape—boosting efficiency, transparency, and satisfaction.
Project Objective
Implement a scalable, secure, and data-driven contact center to handle diverse citizen and stakeholder queries across multiple channels. Key goals included:
- Centralizing inquiries from phone, WhatsApp, SMS, and email
- Automating ticket creation and routing through CRM integration
- Ensuring 100% call recording with reliable archiving
- Delivering real-time analytics for performance optimization
Challenges
Engaging thousands of parents, teachers, and community members nationwide presented unique hurdles:
- Language Diversity: Serving callers in multiple regional languages
- High Query Volumes: Managing peaks during admissions, examinations, and policy rollouts
- Data Integration: Synchronizing contact center interactions with existing CRM and ticketing systems
- Security & Compliance: Safeguarding sensitive citizen data and maintaining audit trails
Omnilink’s Solution
IVR-Driven, Multi-Language Access
A three-tier IVR system with support for Odia, Hindi, and English guides callers through self-service menus and agent queues. Callers can:
- Receive automated information on schedules, policies, and procedures
- Route themselves to specialized agents for complex queries
- Leave voicemail messages during non-business hours
CRM and Ticketing Integration
Seamless integration with OSEPA’s CRM ensures:
- Automatic ticket creation for every interaction—voice, chat, or message
- Real-time synchronization of caller profiles, inquiry history, and resolution status
- Customized workflows that route tickets based on priority, language, and subject
Comprehensive Recording and Secure Archiving
All voice interactions are recorded and backed up on a Network Attached Storage (NAS) system. Features include:
- Immediate access to past recordings for quality audits and dispute resolution
- Encrypted storage to protect personal data
- Retention policies aligned with government regulations
Omni-Channel Analytics and Reporting
A unified dashboard provides:
- Live monitoring of call queue lengths, wait times, and agent availability
- Performance KPIs such as average handling time, first-contact resolution rate, and CSAT scores
- Integration with WhatsApp and SMS analytics for end-to-end visibility
Integrated Value and Outcomes
- Enhanced Citizen Experience: Reduced average wait times by 35% and increased first-contact resolution by 50%
- Operational Efficiency: Automated ticketing cut manual workload by 60%, enabling agents to focus on high-value interactions
- Scalable Capacity: Supported a 40-agent setup with dynamic scaling for peak demand
- Data-Driven Insights: Real-time analytics empowered OSEPA to identify bottlenecks and optimize staffing
Value for the Client
By deploying a CRM-integrated CCaaS solution, OSEPA achieved a next-generation contact center that fosters transparency, responsiveness, and stakeholder trust. Omnilink’s comprehensive approach—from multi-language IVR to secure auditing—ensures that every citizen interaction is handled efficiently, securely, and with empathy.
