The company is a non-profit, organization to manage the entire IT system of the Tax portal. This portal will be used by the government to track every financial transaction, and will provide taxpayers with all services – from registration to filing taxes and maintaining all tax details.
C-Zentrix has powered the leading government tax body with a helpdesk solution to cater queries of 80L Indian taxpayers. With an uptime of 99.9%, this is executed in a record time and deployed in a highly secure environment.
This government body required helpdesk solution robust enough to manage queries in large numbers through multiple channels. Also the deployment was required within stringent timelines. The client required an integrated knowledge base ticketing solution, co-browsing and an uptime of 99.9%. There was no way of collecting feedback of the service.
C-Zentrix offered multiple channel Enterprise cluster solution to offer 99.9% uptime. To ensure no calls get unanswered, a dialer based outbound solution was provided for abandoned calls. Incoming emails to manage the important mails. Decision tree based knowledge base integrated with Ticketing CRM. Incoming chat along with Co-Browsing to help users navigate the website
- Different workflows defined in the system to manage agents’ productivity better.
- Decision tree based knowledge base was integrated in the ticketing CRM itself for first time resolution. This further enhanced agent productivity and enhanced system’s efficiency.
- Inbuilt intelligence in knowledge base to populate best possible answer with a feature to update with new learning
- Cluster solution with an option to upscale overnight.
- Multi state scalable network architecture for scaling in different geographies
- Secured co-browsing to navigate taxpayer for easy resolution, which again enhanced first call resolution.
- Real time dashboard with analytics for ministry
- C-SAT survey on all channels to collect customers’ feedback across channels
- This being the 1st project of its kind and radical transformation in India, it had steep timeline and high value project for the nation