New Delhi: Tata Tele Business Services (TTBS) has expanded its advanced cloud communications suite, Smartflo, to Redcliffe LaboratoriesTo provide patients with the best possible experience based on a robust communication platform, TTBS implemented its flagship Smartflo solution, which streamlined call handling and enabled the team to collectively manage multiple calls and capture patient contacts effectively.
The customizable Artificial Intelligence-based Interactive Voice Response (IVR) and multiple VPN-based channels Redcliffe is now able to manage these calls effectively. The cloud-based nature of the platform simplified call log maintenance and analytical reporting, providing a simple, feature-rich solution. TTBS Smartflo offered users uptime backed by a 99.5 percent service level agreement for seamless call flow. voice based operationsproviding the required profitability and scalability.
Aditya Kinra, Vice President, Tata Telephone Services said: “Smartflo’s robust features and seamless integration capabilities ensure that Redcliffe Labs can manage its high call volumes efficiently whilst maintaining the highest standards of data security and Customer serviceWe look forward to continuing to support them as they expand their operations and enhance their diagnostic services.”
Pradeep Tomar, Vice President of Technology at Redcliffe Labs, said: “By integrating Smartflo’s full suite and features with our CRM system, we have further strengthened our ability to manage inbound and outbound calls. This enhancement allows us to provide even more timely and accurate information to our patients and caregivers, significantly improving overall customer satisfaction.”
He added: “With Smartflo, we have further enhanced our agility to scale our operations as we grow, ensuring that we will continue to provide top-notch diagnostic services across all of our locations. We are delighted with the positive impact of this collaboration on our operations and look forward to future advancements.”
By adopting Smartflo’s cloud-based solution, Redcliffe Labs has avoided the high costs associated with complex physical infrastructure, leading to more efficient resource allocation. The platform ensures enhanced security through multiple layers, including 128-bit AES encryption and multi-factor authentication, which guarantees encrypted and secure communications. Seamless integration with Redcliffe’s CRM system enables effortless access to data streams, facilitating the creation of tailored outbound marketing campaigns and streamlined call management. Additionally, the platform’s agile scalability supports business growth and increased call volumes, while features such as AI-based interactive voice response (IVR), call monitoring, and recording provide effective management of inbound and outbound calls.
Additionally, the Smartflo dashboard offers detailed business intelligence with insights into calling campaigns, including daily call detail records (CDRs), call durations, and answer rates. This improves customer service by enabling tracking of missed calls, thereby improving overall customer satisfaction. Click-to-call functionality enables agents to efficiently make manual outbound calls and use dialers for personalized calling campaigns. With uptime backed by a 99.5 percent service level agreement, it ensures a smooth and reliable flow of voice-based operations, minimizing downtime and disruptions. Proactive marketing compliance feature, including do-not-disturb (DND) filtering, ensures outbound calls comply with customer preferences, preventing unwanted communications and improving customer experience.
