Case Study of Practo

Executive Summary

Practo, after struggling with its cloud based contact center moved to on-premise with cluster based CZ Enterprise Suite Solution.

Challenges

Practo delivers virtual healthcare with patients connecting to doctors through their app or online platform. It is therefore very important for Practo to have their telephony support up and running at all times.

With their cloud based telephony solution, Practo experienced severe call drop and call connectivity issues that was hampering their growth plans. CZ Enterprise Suite, a cluster based solution gave them the stability and sturdiness they were looking for.

What Changed At Practo

We provided Practo with our Enterprise Suite solution. The CZ Enterprise Suite is an on premise cluster based solution that brings sturdiness to any business's contact center. The solution provided to Practo has a customizable IVR Customer Satisfaction tool that helps them conduct satisfaction surveys for different campaigns. With CZ Enterprise Suite, Practo gets a solution that easily integrates with their in-house cloud or on-premise CRM. They also get a centralised monitoring system (CMS) to manage their distributed contact center from a single platform. The centralised solution ensures that multiple agents can access the system from different locations. It also gives the administrators customised reports of different campaigns from a single login.

What This Means

• CZ Enterprise Suite integrates with their CRM to provide a 360 degree view of all their multi-campaign, multi-location call center activity on a single screen.
• They get a customized solution with multiple integration options that can easily accommodate the dynamic nature of their requirements.
• They get a customized IVR with C-SAT Survey module.