Orfeostory discovered that the core issue stemmed from having two different telephony systems at each of the 5 sites. As a result, seamless communication and standardized reporting were elusive. The discrepancy in call reports hindered accurate analysis of user and call center agent performance, impacting the overall efficiency of the government office.

In response to the pressing telephony challenges faced by the Government Office, our team of experts proposed a cutting-edge Cloud Voice Solution. The solution encompassed a host of robust call centre features, a customized dashboard, and advanced reporting capabilities to address the existing pain points.

1. Centralized Management: Orfeostory devised a unified telephony system that centralized management across all 5 sites. This provided administrators with enhanced control, easier user access management, and simplified configurations.

2. Seamless Work-from-Home Capability: In recognition of the evolving work landscape, our Cloud Voice Solution enabled all 110 users to work efficiently from the comfort of their homes. Through this system, employees could make customer calls, displaying their designated DDI numbers, ensuring a seamless remote working experience.

3. Enhanced Call Centre Functionality: For the 10 call center agents, we tailored specific features to enhance their performance. The new system allowed the call center manager to monitor calls in real-time, assist agents when required, and efficiently train new agents through the barge-in functionality.

4. Customized Dashboard and Reporting: Our solution included a fully customizable dashboard that allowed the Government Office to access real-time data, monitor key performance indicators (KPIs), and generate detailed call reports. This ensured accurate insights into user and call center agent performance, facilitating data-driven decision-making.

The implementation of the Cloud Voice Solution brought about significant improvements and transformations for the Government Office in Singapore.

1. Centralized Management Success: The unified telephony system led to streamlined management, allowing administrators to oversee all sites efficiently. This centralized approach resulted in optimized user access control and simplified administration.

2. Seamless Remote Work Experience: With the ability to work from home, the 110 users experienced heightened productivity and maintained uninterrupted communication with customers using their designated DDI numbers.

3. Empowered Call Centre Managers: The call center manager benefited greatly from real-time monitoring and barge-in functionality. This improved agent training and support, leading to an overall increase in the call center’s efficiency.

4. Accurate Call Reports and KPIs: The newly implemented reporting system provided accurate and comprehensive call reports. As a result, the Government Office gained valuable insights into user and call center agent performance, enabling them to optimize workflows and deliver improved services.

5. Productivity and Efficiency Boost: Overall, the Cloud Voice Solution resulted in increased productivity and enhanced efficiency for the Government Office in Singapore, solidifying their commitment to delivering exceptional public services.

As the pandemic necessitated a shift towards remote work, the agency’s legacy telephony system proved ill-equipped to support this transformation. The lack of work-from-home capabilities severely restricted agent availability, and the privacy concerns surrounding personal numbers hampered customer interactions.

Our team of experts proposed a robust and reliable solution to address the unique challenges faced by the Employment Assistance Program Agency. The chosen approach involved implementing the On-prem 3CX Enterprise Edition VOIP solution, designed to empower the remote workforce and enhance call privacy.

1. High Availability with 3CX Enterprise Edition: We provided the agency with the powerful 3CX Enterprise Edition, ensuring seamless and reliable communication across all fronts. The system’s high availability capabilities guaranteed uninterrupted service delivery and minimal downtime.

2. Selective Call Recording: To maintain privacy and comply with regulations, the 3CX solution allowed the agency to enable call recording for selected users, safeguarding sensitive customer information.

3. Work-from-Home Enabled: With softphones installed on their laptops, all 290 users, including the 250 call agents, gained the ability to work from home effectively. This remote work setup enabled continuous service provision and improved agent availability.

4. DDI Number Display: The 3CX Enterprise Edition allowed all users and call agents to make calls to customers, displaying their designated DDI numbers. This seamless interaction enhanced customer experience and fostered a professional image.

5. Accurate Call Reports and KPIs: The newly implemented telephony system generated accurate call reports, providing insights into user and call agent performance. These valuable KPI metrics facilitated data-driven decision-making and process optimization.

The adoption of the On-prem 3CX Enterprise Edition VOIP solution brought about transformative outcomes for the Employment Assistance Program Agency in Singapore.

1. Uninterrupted Service Delivery: The high availability of the 3CX Enterprise Edition ensured continuous communication and service provision, even during challenging times, resulting in enhanced client support.

2. Enhanced Call Privacy: The selective call recording feature offered peace of mind for both agents and customers, adhering to privacy regulations and building trust in interactions.

3. Seamless Work-from-Home Experience: The work-from-home capabilities empowered all 290 users, including the 250 call agents, to maintain productivity, leading to increased operational efficiency.

4. Professional Image: The display of DDI numbers during customer calls projected a professional image for the agency, reinforcing credibility and fostering better customer relationships.

5. Optimized Performance: Accurate call reports and KPI metrics allowed the agency to identify areas for improvement, leading to increased productivity and process efficiency.