Page 13 - Business Requirement Document

ABC also had social media presence on facebook and instagram through which they
could get leads and would reach out to the frequent users directly through their social

media accounts. Here they use to get the whole travel plan of the customer and would
suggest them with a package that could be customized on the customers'
requirements.

1.2.4 Current State and the Need for the new system

ABC Corporation Limited is one of the best service providers in the country dealing with
a 10,000 customers on daily basis who book and cancel tickets. Even though ABC
Corporation Limited has a strong architecture based system but in the process of

booking and cancelling the tickets the customers face many challenges.

The customers are then forced to reach out to ABC Corporation Limited for quick
resolution to their queries. The customers currently file their complaints using the
following channels:-

1. Dialling to customer care representative.

2. Email to customer care.

ABC uses a babel force dialler for automating the process and attending the direct calls
from the customer, using the dialler has increased the efficiency of the product and the
support agents. It has also increased their ROI to 60 percent for their employees in the
ticketing support team.

The Babel force has helped ABC majorly in making their communication over calls
smooth as it has benefited the organization with the following list of features:-

● Call routing
● Call recording
● Call centre analytics

__________________
Customer Sign-off

Confidential and for internal discussions purposes of Zoho and ABC Corporation Limited
13