A 25-year IT consultancy behind Pakistan's leading retail POS solutions replaced a basic hard-phone setup with Intellicon's Intelligent Contact Center - as a result, call answer rates rose to 97% and average answer time dropped by half.
LumenSoft Technologies is an Information Technology consulting company that has served Pakistan's retail industry since 2000, offering trusted POS solutions to thousands of single and multi-store chains. Guided by the philosophy "Make Retail Simple," LumenSoft builds solutions that are easy to use and give its customers a competitive edge.
| Name | Lumensoft |
| Industry | Information Technology |
| Location | Lahore, Pakistan |
| Founded | 2000 |
| Website | lumensoft.biz |
A basic phone system with hard-set phones handled calls individually, with no intelligent routing or workload distribution.
In response, a queue-based routing system now distributes incoming calls automatically, improving workload balancing and service efficiency.
Management had no visibility into call volumes, answered calls, missed calls, or abandoned interactions.
Now, comprehensive dashboards provide visibility into call volumes, answer rates, abandoned calls, and wait times.
There was no centralized reporting to track agent productivity, call handling performance, or key operational KPIs.
Instead, management can now track productivity metrics, call handling statistics, availability, and service quality indicators in real time.
Customers who abandoned calls or disconnected while waiting were often lost, with no automated way to reconnect with them.
Today, an automated callback dialer identifies abandoned callers and reconnects them with available agents, so inquiries aren't lost.
Without real-time dashboards, supervisors had limited insight into contact center performance, staffing, and service trends.
To fix this, supervisors now get real-time operational dashboards for monitoring activity, spotting bottlenecks, and making informed decisions.
| Performance Area | Before | After | Improvement |
|---|---|---|---|
| Reporting Availability | Limited or manual | Comprehensive real-time reports | ↓ 95% Less Manual Effort |
| Call Visibility | Minimal operational visibility | Complete dashboard and reporting access | ↑ 100% Call Visibility |
| Call Answer Rate | 81% | 97% | ↑ 20% Improvement |
| Average Call Answer Time | More than 20 seconds | Less than 10 seconds | ↓ 50% Faster |
| Abandoned Call Recovery | No callback / manual | Automated abandoned callback dialer | ↑ 50% Improvement |
| Agent Performance Monitoring | No KPI tracking | Real-time KPI and productivity reporting | Complete Workforce Visibility |
| Call Distribution Efficiency | Manual, one call at a time | Intelligent queue-based distribution | Improved Workload Balancing |
| Supervisor Visibility | Limited operational oversight | Live monitoring dashboards | Enhanced Management Control |
| Customer Follow-Up Coverage | Inconsistent | Automated callback workflows | Higher Customer Engagement |
| Service Level Management | Difficult to measure | Real-time monitoring and reporting | Improved Service Accountability |
Working with the Intellicon team has been an absolute pleasure. They don't just listen to our feedback, they genuinely value user feedback to improve the product. What sets this platform apart is its responsive, customer-oriented support team. Their proactive approach to problem-solving and dedication to constant product improvement make them a truly valuable partner.
Get all the metrics, insights, and the complete step-by-step breakdown of how Lumensoft modernized its contact center, in a downloadable PDF.
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