{"id":1044210,"date":"2021-03-28T00:00:00","date_gmt":"2021-03-28T00:00:00","guid":{"rendered":"https:\/\/www.beyondsoft.com\/sg\/customer-stories\/beyondsoft-service-desk-team-increases-call-center-monitoring-coverage-by-100-without-adding-headcount\/"},"modified":"2024-02-20T02:50:07","modified_gmt":"2024-02-20T02:50:07","slug":"beyondsoft-service-desk-team-increases-call-center-monitoring-coverage-by-100-without-adding-headcount","status":"publish","type":"customer-story","link":"https:\/\/www.beyondsoft.com\/sg\/customer-stories\/beyondsoft-service-desk-team-increases-call-center-monitoring-coverage-by-100-without-adding-headcount\/","title":{"rendered":"Beyondsoft Service Desk team increases call center monitoring coverage by 100% without adding headcount"},"content":{"rendered":"\n

THE CHALLENGE<\/strong><\/p>\n\n\n

The\u00a0client needed\u00a0a\u00a0full command over its call center monitoring ecosystem.\u00a0It\u00a0was monitoring\u00a050% of the calls,\u00a0with mostly repetitive and\u00a0manual processes.\u00a0The client\u00a0sought\u00a0to implement\u00a0intelligent service desk operations\u00a0through\u00a0automated solutions.<\/p>\n\n\n

THE SOLUTION<\/strong><\/p>\n\n\n

Beyondsoft\u00a0quickly scaled the\u00a0client’s\u00a0operation by\u00a0customizing and deploying\u00a0the Beyondsoft Intelligent Operations Platform (BIOPS). Within months, the global coverage map saw a significant growth.\u00a0The client\u00a0more than doubled\u00a0its monitoring capacity to include all 350\u00a0queues\u00a0of consumer calls, representing a 100% coverage,\u00a0and reduced the incident response time,\u00a0all\u00a0without\u00a0adding\u00a0headcount.<\/p>\n\n\n

As an\u00a0artificial\u00a0intelligence\/machine\u00a0learning solution, BIOPS fulfilled the\u00a0client’s\u00a0need to eliminate manual processes and embrace automated\u00a0monitoring, issue detection, and alerts.\u00a0In addition, the client\u00a0also\u00a0automated\u00a0ticket escalation, call-to-action, and root cause analysis.<\/p>\n\n\n

Beyondsoft’s\u00a0managed service also provided the client additional business resiliency through geographic\u00a0diversification by operating in China, India, and Costa Rica. The offshore teams monitored\u00a0the support calls around the clock and across all geographies The client\u00a0gained total\u00a0visibility\u00a0of\u00a0the\u00a0entire\u00a0operations, which was\u00a0critical to the ever-increasing demand for\u00a0omni-channel support.\u00a0<\/p>\n\n\n

Ultimately, the call center operations became more efficient and intelligent, able to identify issues early to reduce call volume and accelerate issue resolution, potentially even fixing issues before consumers notice them.<\/p>\n\n\n

<\/p>\n\t\t\n\t\t\t\n\t\t\t\t\t\tDownload Case Study\n\t\t\t\t\t<\/a>","protected":false},"excerpt":{"rendered":"

Microsoft\u2019s Customer Service and Support (CSS) business runs 100+ call centers around the world in 40 languages for their consumer products. These include some of Microsoft\u2019s most well-known brands such as Windows, Office, Surface, and Xbox.<\/p>\n","protected":false},"featured_media":1044137,"template":"","service-category":[43,42,44],"industry-category":[49],"external-author":[],"class_list":["post-1044210","customer-story","type-customer-story","status-publish","has-post-thumbnail","hentry","service-category-agile-operations-and-security","service-category-business-process-management","service-category-data-and-ai-modernization","industry-category-others"],"yoast_head":"\nBeyondsoft Service Desk team increases call center monitoring coverage by 100% without adding headcount - Beyondsoft<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.beyondsoft.com\/sg\/customer-stories\/beyondsoft-service-desk-team-increases-call-center-monitoring-coverage-by-100-without-adding-headcount\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Beyondsoft Service Desk team increases call center monitoring coverage by 100% without adding headcount - Beyondsoft\" \/>\n<meta property=\"og:description\" content=\"Microsoft\u2019s Customer Service and Support (CSS) business runs 100+ call centers around the world in 40 languages for their consumer products. 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