The contact center, having agents in multiple locations, had a requirement to close the calls routing to a specific location, in case of any emergency. Coforge stepped in to automate the task to improve contact center operations, eliminate manual efforts, and human error.
A high-speed train service provider, the client, connects the United Kingdom to other parts of Europe. The client was the official train carrier for the 2012 London Olympics and links over 100 destinations across Europe.
In case of any emergency, calls routed to one of the contact center locations need to be closed for some time. The manual implementation of the closing and opening of lines was time-consuming and prone to human error.
Coforge proposed a solution to automate this task with minimal effort. The contact center supervisor can dial a number from anywhere and enter a 6-digit passcode to activate or deactivate the fire alarm for any location.