BUSINESS CASE

ECOMMERCE

SIVVI

About company: Being active on 6 countries where cash on delivery payments are common, it was essential to develop a smooth process of order confirmation, by phone, to limit product returns fees. A dedicated team would be set abroad to place those calls, raising several questions such as:

  • How to set up a telephony solution without hardware expenses or maintenance?
  • How could their back-end system interact with a CTI software?
  • Could it be possible for agents to avoid using separate systems?
  • How would a SIVVI supervisor be able to monitor this service remotely?

Challenge: Keeping complex systems as transparent for the user as possible, Ziwo API library offered an efficient answer to keep all interactions under one system and provide a smooth workflow-for agents with functions like:

  • Auto login
  • Click-to-call
  • Embedded Web dialer
  • Call reports

The API documentation made it simple and the functions were quicklyintegrated to SIVVI current back-end systems without any difficulty.

Solution: With Ziwo, SIVVI is sure to have the right tools to scale up their operations, adding new contact centers where they require it and designing innovative services to ensure great customer service.What about your project?

We will be glad to hear about your specific needs and to provide advice on how Ziwo could enhance your phone services.

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