Composia Success Stories at a Glance

BEZEQ

A leading telecommunications service provider supporting 1.2 million service calls a month

Challenge:

Bezeq wanted to create a unified service flow solution that enables their Customer Service Representatives (CSRs) to access billing-related screens while attending to service calls from within the CRM application.

Composia Solution:

Composia agents were deployed on all Citrix servers and desktop clients so that, Bezeq CSRs can smoothly cross-navigate between the CRM and billing application service screens. This enables them to quickly and effectively retrieve customer information while on a service call, resulting in a fast and superior service to assure greater customer satisfaction.

OFFICE DEPOT

Challenge:

The marketing department wanted to add up-sale and cross-sale call-out notes when the CSR or the cashier enters a regular order request. IT did not have access to the application code but they were still required to deliver a cost effective solution with quick time to  market.

Composia Solution:

Composia agents were deployed on all call center and POS clients. The agent displays up-sale call outs based on marketing rules defined in the database (AS/400). A report is then generated whenever the CSR takes action according to the business policy.

JOHN BRYCE

A leading provider of professional IT training services

Challenge:

Customer Service Representatives (CSRs) turnover is relatively high so CSR training is an ongoing task. This takes a substantial toll on the effectiveness, efficiency and productivity of the contact center.

Composia Solution:

John Bryce decided to deploy Composia’s Service to provide in-session, real time,  guidelines that take the user step-by-step, through the different desktop applications  making sure that no step is skipped and no necessary data point is mishandled.

HOT

The largest cable companies in Israel (thousands of concurrent CSRs)

Challenge:

During a service call the CSR updates both the CRM and Billing systems creating a data mismatch, combined with multiple errors. Being an expensive process to fix HOT required the CRM system to take on the ‘Master’ application role by automatically transferring new data to the billing application.

Composia Solution:

Composia agents were deployed on all the Citrix servers and desktop clients to perform as an application switch, forcing the CRM to take on the Master application role. A virtual button ‘Go to Billing’ was added to the CRM GUI to allow an automated information flow to the billing application. A screen blocker was applied to the billing application to block unauthorized access to the system.

AMDOCS

THE MARKET LEADER IN CUSTOMER EXPERIENCE SYSTEMS INNOVATION

A global company (NYSE: DOX) with revenue of $2.86 billion in fiscal 2009, Amdocs has approximately 17,000 employees and serves customers in more than 60 countries around the world.