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MTNL-Unified Call Center

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PCQ Bureau
New Update

MTNL is a multi-service provider in GSM, CDMA, fixed line and broadband

areas. Earlier, only limited customer services were available for grievance

redressal or any other problems. All customer services were managed by separate

islands, leading to problems of scalability and flexibility. There was a need to

unify the customer services interface, so that no efforts were duplicated, and a

customer availing different MTNL services was treated as one customer instead of

many.

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This project provides services for all lines of business, and provided a

standard customer interface, shared resources, used multi-location

infrastructure, streamlined CRM processes and eliminated the necessity for the

customer to come to MTNL premises. To do all this, a centralized but

multi-location architecture has been put in place. A TDM-based EPABX switch has

been used with integrated ACD, with SpanCTI on Citi-connect middleware, and MS

SQL for CRM with Visual Studio for applications.

The IVR used was Intel Dialogic, with the SpanIVR software product built

using VC++. Most other applications were built around VB and ASP.

Project Specs
Business problem: MTNL's CRM

was scattered into different islands. A person availing many services was

treated as different customers

IT solution: MTNL Delhi decided to unify all CRM centers into one

operated from multiple locations in Delhi

Impact: Customers no longer need to come to MTNL's offices,

information can be disbursed without duplication and better query handling

is possible

Implementation partner: Spanco

A K Bhargava, GM-IT
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