Cloud service for providing information and reference services in KT Cloud Lab
Reduce customer costs by automating the process of information and referral services and contact center outsourcing services and improve customer service.
Ensure the integration of billing systems with the online TV platform, develop a flexible mechanism.
The updated information and reference system has reduced the cost of supporting information client services.
Prior to implementation, the customer's information and reference system had a rather limited set of functions and was manually processed by operators. The database of 25 million subscribers was updated once a day, there were problems with finding information. Today the system is fully automated: it determines the type of subscriber based on the available database.
Depending on which city the subscriber is calling from and which service (paid or free), the system generates a list of available services. The subscriber requests the necessary information, the operator searches for it through an integrated search system, and then provides it to the client. For each type of information provided, accruals per subscriber are fixed, which are sent to billing on a daily basis. At the same time, 300 operators can work in the system, processing about 5 thousand requests per hour.
More than 40k services are provided daily through the system throughout Kazakhstan. The customer's team was located in three different cities of Kazakhstan, it was necessary to conduct a survey with each division, take into account all the available nuances. Our team conducted a complete survey of the current work of the company, developed an AS-IS document, on the basis of which further analytics and requirements for the new system were collected.
Depending on which city the subscriber is calling from and which service (paid or free), the system generates a list of available services. The subscriber requests the necessary information, the operator searches for it through an integrated search system, and then provides it to the client. For each type of information provided, accruals per subscriber are fixed, which are sent to billing on a daily basis. At the same time, 300 operators can work in the system, processing about 5 thousand requests per hour.
More than 40k services are provided daily through the system throughout Kazakhstan. The customer's team was located in three different cities of Kazakhstan, it was necessary to conduct a survey with each division, take into account all the available nuances. Our team conducted a complete survey of the current work of the company, developed an AS-IS document, on the basis of which further analytics and requirements for the new system were collected.