Coffee Store Chain
Exelysis provides a solution for a large coffee store chain with more than 200 stores.
The main need covered was routing the customer’s call for delivery orders, to the closest local store, while maintaining a minimally staffed call center for manual routing of new or unidentified calls.
Starting from this need, a sophisticated implementation has taken place, consisting of the following features:
- Integration with a GIS based CRM to determine the local store for each customer
- Call center functionality for a 200 stores network, with each store operating as an inbound call servicing agent
- Fully redundant implementation with Active-Active configuration
- Disaster Recovery implementation in Data Center infrastructure
- Overflow call routing
- Customized statistics
- Real-time Monitoring Large Screen for better call management
- Ability for POS integration