Business Challenge
Lesotho Electricity Company (LEC) sought to establish a centralized call center capable of managing customer support operations both locally and across regional offices. The solution required modern telephony, integrated ticketing, scalable agent licensing, reliable IT infrastructure, and a fully furnished operational environment.
Our Solution
We delivered a turnkey call center solution that included:
- Set up the on-premises customer call management system for 18 Agents with integrated PABX and Customer Relationship Management (CRM) and the following features:
- Automatic Call Distribution
- Interactive Voice Response System
- Email and SMS integration
- Social Media Integration
- Chatbot
- SLA and Escalation Management
- Installation of high-performance IT hardware, including desktops, headsets, storage and a central server
- Supply and installation of structured cabling, ergonomic office furniture, and fittings
Technology Used
- Alliance Unified Communication (UC) 2000 with Ensembler
- Integrated call management and ticketing platform
- Lenovo Neo 50s desktops and ThinkSystem SR250 server
- RackStation NAS for data storage and call recording
- LG 49WL95C for viewing and monitoring calls
- Structured network cabling and fully equipped agent workstations
Outcomes
- Fully operational call center at LEC Maseru West with seamless voice and ticketing integration
- Scalable support for agents across central and regional locations
- Improved call tracking, response times, and customer service delivery
- Professionally equipped environment optimized for agent productivity and operational efficiency