Japan Airlines | Case Study

Organization Name: Japan Airlines

Client Requirement:

They require an IVR system to routing calls in Hong Kong & Delhi office on specify timings. On both the location agents are available to take calls and Recordings are not mandatory.

What we have offered:

We hosted a server and its application at Client Delhi office. There is one PRI line allowing with ISD calling services. IP phones are provided for agents to take calls.

Call flow:

Step 1-Welcome message will be play
Step-2 language option will be available
Step-3 First Calls will be land at Hong Kong office from 05:30AM to 03:30PM
Step-4 after 03:30PM, Calls will be land at Delhi office till 06:00PM..
Step-5 Non Office HRS Message will be play after 06:00PM
Step-6 Queue message will be play
Step-Public Holiday announcement will be play only for Delhi office.
Step-6 Recording should not be done.

Reports:

Step 1-Welcome message will be play
IVRS Report:
- Total incoming calls
- Missed calls Report
- Answered calls Report
Date wise Report
Agent Report
Agent Login Logout Report
Agent performance Repor

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