Case Study of OYO

Executive Summary

OYO has three major operation - Sales, Service and Escalation. They needed a centralised solution that gave them the flexibility to treat the three operation individually.

Challenges

OYO is one of the fastest growing hotel chains from India that has expanded to Singapore, Thailand, Malaysia and Indonesia. They wanted a telephony solution that could support their expansion plan while providing sturdiness and high availability to their business. OYO also wanted to provide self service option to their customers, that they got with CZ IVR.

What Changed At OYO

We provided OYO with our Enterprise Suite solution. The CZ Enterprise Suite is an on premise cluster based solution that brings sturdiness and high availability to any business's contact center. The solution provided to OYO comes with a self service IVR that is integrated with OYO's CRM to deliver customized information to registered callers. They also get an advance decision maker module over the ACD that enables them to distribute the call load across multiple locations on the basis of skills and rules set by OYO. The advance ACD is trained to divert calls on the basis of the city it originates from so customers get localized information. In CZ Enterprise Suite, OYO also got a centralised system that gives them enough flexibility to run operation for three different verticals - Sales, Support and Escalations.

What This Means

• The CZ Enterprise Suite guarantees them an SLA of 99.99%.
• They can segregate calls on multiple levels like nature of call, that is, sales, support or escalation and geographical location of the caller.
• The get a self service IVR to manage call loads.