Founded in the year 2007, AbhiBus is a pioneer in the Bus Transport industry and provides technology solutions to more than 100 large private bus operators in India, 4 state transport corporations and 2 international operators. The end-to-end software solutions include e-ticketing systems, fleet management solutions, vehicle tracking systems, passenger information systems, logistics management backed by a 24×7 customer support center.
- Limitations in existing solution to accommodate additional load due to the increasing number of agents and additional functionalities needed as per the dynamic needs of the business
- The solution should ensure that no inquiries are missed and important calls are re-routed efficiently, to get a timely response
- Able to integrate seamlessly with any CRM chosen by Abhibus
- All reporting and monitoring dashboards should provide a real-time view of all centers.
- The solution had to be deployed in different environments – At Vertex BPO in Hyderabad and Bangalore and On cloud for the agents at the Abhibus office.
Ozonetel deployed a mix of on-premise solutions and cloud-based call center solutions as per the needs of the business.
Ozonetel’s solution has helped Abhibus scale without any additional investments in hardware with the added flexibility of providing support from any location.
“We have had a great experience working with Ozonetel. We wanted a solution to support us across multiple locations & processes. To handle this complexity, we wanted a solution which would be able to provide all the required features and also have the flexibility to build more, if needed.”
N M R K Reddy
Vice President – Customer Care & Operations