ProcessMaker Implementation in CNT’s Nationwide Call Center

• Application Infrastructure & Middleware - API Integration & Management

• Telecommunications

• System Integration

CNT’s nationwide contact center had grown in both staff and systems. There were 7 different solutions in place for the process of receiving and processing customer issues. These solutions involved several back office systems and various customer facing systems. The most important system was the central Avaya telephony platform. CNT had a large investment in all of these different systems and was not necessarily looking to rip and replace. Rather, CNT wanted a solution that could integrate with all the systems and provide a single interface to coordinate both the systems and the people involved in the process. Due to the fact that so many systems were involved, it was also impossible for CNT to efficiently and effectively provide service SLAs and ensure the quality of their call center service. CNT was looking for a solution which would help them increase the agility of their agencies, provide greater clarity and enforceability of SLAs, and allow technical and commercial issues to be solved more quickly.

The National Telecommunications Company of Ecuador (CNT) is the largest telecom operator in the country. CNT operates local and long distance phone service, high-speed Internet service, mobile telephony, satellite TV, and data services. The company is on a constant mission to improve service coverage throughout the country. Over the years the nationwide contact center of CNT had grown in both staff and systems. When the ProcessMaker Professional Services team first began its discovery work with the call center, they discovered that there were 7 different solutions in place and being used for the process of receiving and processes customer issues.

ProcessMaker was implemented in CNT’s nationwide call center in order to provide a centralized interface for the company’s customer care professionals to improve their level of customer service. Today, CNT has automated 4 processes in ProcessMaker and is using these processes to manage the company call centers in Quito and Guayaquil. The result has been a dramatic improvement in customer satisfaction, process visibility, and increased efficiency. CNT currently has more than 200 concurrent users in the system at any given time, and ProcessMaker is now handling more than 12,000,000 customer support cases per year. In the near future CNT plans to implement ProcessMaker in its Point of Presence centers throughout the country. These centers will eventually be used as integrated service centers where customers can go to generate service orders or get personalized assistance with problems. This initiative is designed to improve access and usability for customers across the country.

• Dramatic improvement in customer satisfaction
• Increased process visibility
• Increased efficiency

• Handling more than 12,000,000 customer support cases per year
• More than 200 concurrent users in the system at any given time