Background & Challenges

The client is a global BPO company From France, with 300,000 employees across 400 contact centers in 80 countries and serves over 170 markets.

The client wanted to build a solution to track the performance of 2 contact centers in South Asia for one of their main client’s customer support processes.

Solutions

• Data created by various performance measurement tools are auto-synced to the Azure file storage system
• Azure Data Factory for staging the data and ETL for loading data to the production server
• Reporting dashboards developed in PowerBl
• Dashboard KPIs

Business Impact

• 2% Increase in CSAT due to improved operational insights
• 5% Reduction in shrinkages

Why AWS?

Here are some of the major reasons to choose Azure:

• Infrastructure as a Service (IaaS) capabilities
• Security Offerings
• Scalability and Ductility
• Analytics and Intelligence capabilities
• Cost-Efficient Platform
• Identity & Access Management (IAM)