Contact Centre considered as a one of the modern methods of providing services to customers and it is the main interface of PASI. Therefore, PASI focused on redesigning contact center services by adopting leading futuristic Smart Contact center software solution that enable innovative technology and social media integration. In addition, smartly manage the customer service agents based on the demand and business need according to forecasted data analytics. It is worth to mention that this project directly linked to one PASI’s strategic objectives, which focus on the enhancement of Services.The smart contact centre evolve in providing services via two channels, which are the interactive voice response (IVR) and the agents. Project objectives: One of the biggest objectives of PASI Smart Contact Centre’s project was to operate a comprehensive solution with high quality standard to accomplish 90% of efficient response to the customer requests, which include the services of both insurance and administrative sectors, and present accurate services and information, which will lead to high level of performance and guarantee customers satisfaction. Results achieved: Widen the service channels Easily accessing to PASI self-services within 24/7Impact generated: Contribute to increasing social digital awareness (through self-services) Reduced the physical interaction
https://e-pasi.pasi.gov.om/pasi_cap/f?p=309:1:9981272961643::NO:::
Ongoing
30 March 2022
Not set
One of the biggest objectives of PASI Smart Contact Centre’s project was to operate a comprehensive solution with high quality standard to accomplish 90% of efficient response to the customer requests, which include the services of both insurance and administrative sectors, and present accurate services and information, which will lead to high level of performance and guarantee customers satisfaction
Public Authority for social insurance (PASI)
Oman — Government
https://www.pasi.gov.om
Ministry of labor, Employers, Insured people, Royal Oman Police
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