Contact Center for OSEPA Streamlines Citizen Engagement with CRM Integration

Project Objective

Set up a modern contact center for handling citizen and stakeholder queries efficiently.

Project Model

CRM-Integrated Dynamic Contact Center as a Service (CCaaS)

Omnilink’s Uniqueness

Deployed IVR-based multi-language contact center integrated with CRM, ticketing and 100% voice recording with NAS backup.

Integrated Value and Outcome

• Enabled 40-agent capacity with 3-tier IVR system
  
• Hosted solution at OSDC with secured internet access
  
• Real-time voice/data analytics for better service delivery
  
• Enhanced stakeholder communication with WhatsApp, SMS, and email integrations
  

Value for Client

Improved citizen service experience, automated ticket handling, secure data retention, and comprehensive analytics for performance tracking.