Daraz – One of the largest E-commerce players deploys Intellicon

We are excited to share successful deployments of “Intellicon – Contact Center Solution” in “Daraz Group“, one of the largest E-Commerce players in the Asia Pacific region. Daraz group is a veteran in E-Commerce industry and has always been committed to stand out from the crowd by creating a difference. The group has notable presence in Pakistan, Bangladesh, Sri Lanka, Myanmar and Nepal and has promising plans to add value to the industry after being acquired by Alibaba. Daraz Seller Support & Operations team had following objectives from the Contact Center Project

1. Streamline the communication with their customers with a professionally designed IVR and Automated contact distribution
2. Deliver personalized customer experience by maintaining the customer profile and contact history
3. Improve the Quality of Communication with an easy to use Quality Assurance mechanism which helps them record, track and analyze each and every interaction
4. To be able to run affective outbound campaigns for maximum utilization of contact center resources
5. Integration with their CRM and back office system to achieve minimum clicks per interaction
6. Real-time dashboards and historical reports to foster their high standard analytical requirements

Contegris Team helped them to achieve their Contact Center targets with Intellicon and provided additional capabilities to simplify delivering an Outstanding Customer Experience. Intellicon has numerous features for the E-Commerce industry which makes a perfect match with the latest business growth strategies, i.e.

• Engage with customers on the channel of their choice with Omni-Channel capability i.e. Phone, SMS, Email, Chat & Social Media etc
• Achieve operational efficiency with AI based Automated Phone based Notification, Verification and Surveys
• Integrate useful data from multiple systems like ERP, CRM or Database, with CTI Integration capability to achieve lesser clicks per interaction
• Deliver personalized customer experience with a 360 degrees customer profile
• Keep track of complete interaction history throughout the customer journey
• Record all calls for Quality Assurance, create custom QA forms and get after call customer feedback
• Get detailed historical insightful reports and Real-time Dashboard for quick analysis