logo logo
  • logo
  • logo
  • Services
    • Generative Enterprise Modernization (GEM)
    • Generative Digital Engineering (GDE)
    • Data Modernization & AI (DM & AI)
    • Autonomous Operations (AO)
    • ServiceNow
    • Salesforce
    • Fiber
    • Semiconductors
  • Success stories
  • Insights
  • About us
    • Prodapt Red Book
    • Prodapt foundation
    • Leadership team
    • Diversity and inclusion
    • Massively distributed delivery
    • AltShift
    • Newsroom
  • Careers
  • Contact us
  • Search

About us

Prodapt Red Book

We are very proud to present you with our Red Book. The Red Book explores Prodapt’s view of the connected world. And especially the part Prodapt plays in it.

Leadership team

Highly driven individuals with diverse experience and strong business acumen that have a shared vision of inspiring, innovating,and impressing.

Alt Shift

Conversations that shift perspectives. A leadership dialogue series hosted by our CEO, Manish Vyas, featuring transformative leaders from technology and business.

Newsroom

Get the latest news and feature stories on our businesses, community initiatives, heritage, and people.

Prodapt foundation

We are on a sustainable endeavor towards making a positive difference to the world we operate in.

Diversity and inclusion

We believe in connecting people from diverse backgrounds to achieve our collective goal of accelerating Connectedness™.

Massively distributed delivery

Ultimate business continuity. Operate from anywhere deliver everywhere, tap talent across the world.

Chat with Prodapt

Chat with Prodapt kjhkjh

Online
User Image

Prodapt

Hi! Welcome to Prodapt.
How may I help you?

Input should not be more than 200 characters!

By talking to this bot, I understand that Prodapt will process my personal information in accordance with its Privacy Policy

Powered by Prodapt

SUCCESS STORIES / Experiencia Digital del Cliente

Ser escuchado en el momento adecuado supera la lealtad del cliente

La adopción de soluciones digitales innovadoras para las operaciones del centro de contacto da como resultado clientes y agentes satisfechos

Background

En el mundo acelerado de hoy, los clientes se comunican con el centro de contacto para resolver sus problemas. Sin embargo, las operaciones del centro de contacto son costosas, a menudo brindan una experiencia de cliente inconsistente y, a veces, generan un sentimiento negativo del cliente.

Lo más probable es que las empresas que ofrecen este tipo de experiencias dependan de operaciones de centros de contacto de décadas de antigüedad que son reactivas, complejas e ineficientes. No prevén las circunstancias que conducen a un alto volumen de llamadas.

Modernizar y transformar el ecosistema de interacción con el cliente es imperativo para ofrecer un servicio de atención al cliente fiable e inspirar lealtad a largo plazo.

menu-img

28% MEJORA EN EL NPS DEL CONTACT CENTER

REDUCCIÓN DEL36% EN EL VOLUMEN DE LLAMADAS

REDUCCIÓN DEL30% EN LOS GASTOS OPERATIVOS

32% EN PRODUCTIVIDAD DE LOS AGENTES

Client Situation

Un proveedor líder de comunicaciones en los EE. UU. estaba luchando con altos volúmenes y costos de llamadas, y la pandemia de Covid-19 provocó un aumento sin precedentes en los volúmenes de llamadas.

A medida que el volumen de llamadas se disparó, se volvió difícil para los agentes de su centro de contacto manejar las consultas de los clientes de manera rápida y eficiente. Esto ha dado lugar a una mala experiencia del cliente.

En esta situación tan exigente, el cliente quería responder a los clientes más rápido, reducir las quejas de los clientes y reducir la carga de trabajo de los agentes.

La innovadora solución de Prodapt creó un centro de contacto resiliente y personalizado que superó las expectativas de los clientes y de los agentes.

Diagnosis

Nos dimos cuenta de que la adopción mínima de la digitalización en el centro de contacto por parte de nuestro cliente provocaba tiempos de espera más largos y una mala experiencia. Mientras atendían las llamadas de los clientes, los agentes tenían que navegar a través de varios sistemas desconectados para acceder a la información de los clientes. Se tardó más en resolver los problemas y las tasas de resolución por primera vez cayeron por debajo del 50%.

Los agentes carecían de las herramientas necesarias para identificar de forma proactiva los motivos de las llamadas de los clientes. Afectó su capacidad para atender a los clientes más rápido. Además, la eficiencia de los agentes se estaba yendo al garete debido a un sistema de supervisión del rendimiento ineficaz.

Los desafíos anteriores en los centros de contacto de los clientes estaban provocando altos volúmenes de llamadas, mala experiencia del cliente y altos costos operativos.

Solving It

Para abordar los problemas y mejorar la experiencia del cliente, el cliente se unió a Prodapt. Aprovechamos las tecnologías digitales para improvisar su contact center tradicional.

Proporcionamos una tecnología interactiva impulsada por IA que permitió a los clientes una interfaz de autoservicio en lugar de esperar a un agente de servicio al cliente. Nuestra solución basada en ML permitió al cliente elegir canales digitales alternativos, lo que proporcionó un soporte realista con agentes virtuales y convirtió las conversaciones en información.

Los clientes fueron atendidos más rápido y con respuestas oportunas a través del sistema de soporte de agentes impulsado por IA que mejoró la inteligencia y la productividad de los agentes. El sistema de soporte a los agentes les dio acceso a una vista de 360° de cada cliente, y el panel de control del centro de contacto proporcionó recomendaciones proactivas sobre las siguientes mejores acciones para atender a los clientes más rápido. Esta solución humanizó la experiencia del contact center.

La innovación tecnológica y la digitalización de Prodapt ayudaron al cliente a mejorar el Net Promoter Score (NPS) de su contact center en un 28%. Nuestra solución de "autoservicio para clientes" redujo el volumen de llamadas en un 36 %. El cliente podría reducir los gastos operativos en un 30%. Dotar a los agentes del contact center de capacidades digitales supuso una reducción del 49% en la duración media de las llamadas y una mejora de la productividad del 32%.

abril 26, 2022

Share on

RELATED SUCCESS STORIES

See all success stories

Experiencia Digital del Cliente

Proporcionar una experiencia “similar a la de Amazon” para los clientes en diferentes canales y países sin pestañear

El proveedor de comunicaciones más grande de LATAM despertó emociones poderosas y memorables en sus clientes al brindar una experiencia de cliente personalizada y uniforme

Experiencia Digital del Cliente

SORPRENDE a tu cliente con un portal en línea reinventado

La modernización del portal de comercio electrónico para un proveedor líder de comunicaciones en los EE. UU. simplificó el recorrido del cliente y mejoró las conversiones de ventas en 3 veces

Let’s connect

How can we help?

We'd love to hear from you.

Talk to a consultant

logo
  • Services
  • Generative Enterprise Modernization
  • Generative Digital Engineering
  • Data Modernization & AI
  • Autonomous Operations
  • Fiber
  • Satcom
  • Semiconductors
  • Salesforce
  • ServiceNow
  • Success Stories
  • Insights
  • About Us
  • Prodapt Red Book
  • Prodapt Foundation
  • Leadership Team
  • Diversity & Inclusion
  • Massively Distributed Delivery Model
  • Newsroom
  • Careers
  • Life at Prodapt
  • Our Values
  • FAQs

Connect with us on

Copyright 2025 Prodapt Solutions Pvt. Ltd. All Rights Reserved Privacy Notice | Terms & Conditions

[vc_row][vc_column][vc_column_text]

Managed Programmable WAN services

Transform your E2E legacy WAN through design, engineering, and deployment of SDWAN/SASE. On Day 1, we ensure service delivery & provisioning, technical project management, and NetOps: L1‑L4 support on Day 2.

Tooling and integration frameworks for rapidly building & operating custom managed services for meeting TCO and GTM objectives. Successfully delivered to various Tier‑1 Telcos

Technology‑Labs‑as‑a‑Service for onboarding and harnessing higher volume of new technology to stay ahead of the competition

Rich co‑creation partner ecosystem with leading vendors

Orchestration capabilities to successfully craft and deliver Network‑as‑a‑Service solutions

Open API integration of a leading COTS orchestrator with digital BSS-OSS (North) and SDWAN controllers (South) for the transformation of operator legacy service fulfillment to on‑demand pay‑as‑you‑use WAN services

Open Virtual Exchange (OVX): The OVX brings ready‑to‑use automation use cases, Multi-vendor (MV)‑Lab infrastructure to mirror your environment, and provides self‑serve training, and platforms. It provides a technology vendor marketplace with network‑cloud choices, and SMEs to adopt cloud ISV (Independent Software Vendor) ecosystem services faster

[/vc_column_text][/vc_column][/vc_row]

[vc_row][vc_column][vc_column_text]

5G, Network Cloud & Edge Services

Realize early benefits by targeting shorter value-chains through our array of services, crafted to support immediate and long-term 5G transformation and monetization goals. Address vital components required to deliver your MVPs and redesign them through our agile feedback loop. The major components for MVPs include technology exploration, Virtual Network Function (VNF)/Cloud‑native VNF onboarding, benchmarking and certification, Network-Cloud solutions, and MANO + 5G OSS reshaping/integration solutions.

Collaboration with technology labs, co-creation partner ecosystem and Lab‑as‑a‑Service for bootstrapping 5G technology adoption and industrialization

Multi‑component POCs for open source (ONAP and ORAN), VNF onboarding and benchmarking, and interop testing

COTS‑based MANO solutions with Open API integration to incumbent OSS functions

Network-slicing POCs using reference orchestration and devised solutions to resolve the challenges posed by network slice services and lifecycle interdependencies

Collaboration with web‑scale operators to co‑create vertically integrated MEC and Edge Cloud orchestration

Lite Edge Orchestrator (LEO):  The LEO is a domain orchestrator for the 5G edge cloud to provision autonomous edge services and manages domain resources. It combines edge computing, and networking (5G, SDN, SDWAN) control on its southbound and exposes an open API interface for services & macro resources (Eg: TMF 638, 639, 640, etc.) for wider digital integration

[/vc_column_text][/vc_column][/vc_row]

[vc_row][vc_column][vc_column_text]

Network Analytics & Assurance

Get E2E network visibility and enable effective network transformation through our solutions for highly disaggregated networks such as Telco Cloud, IT Multi‑cloud, and 5G vRAN/ORAN. Get access to focused engineering and scalable, specialized components and integrate them into your E2E journeys using TM Forum Open APIs.

Enhanced network reliability through advanced engineering use‑cases such as Digital Twin, using components like high‑speed message bus, SIEM solutions, ELK monitoring, RCA, and discovery

Machine‑based high‑resolution and real‑time system forensics during test case runs, using multimodal data (network traces, telemetry, logs, events, and time-series metrics)

Data-sciences ability for non‑classical insights‑driven AIOps solutions for advanced operations such as predictive assurance, and intelligent network capacity prediction

Synapt: Synapt facilitates the evolution of big data analytics into an applied intelligence hub. It leverages intelligent capabilities in web‑scale operators and brings together reusable intelligent microservices to build E2E solutions.

Unified data pipelining

Easy deployment & monitoring

Faster AI/ML training using GPU

Network 360: Network 360, when used as an enabler, delivers real-time 360° network visualization to drive smart decisions.

Intelligent and convergent view of the network

Fulfillment of growing demands for network planning, network operations, and various business user communities

Network Service Assurance (NeSA):  The NeSA is an end‑to‑end service assurance solution over a unified data platform channelized from various sources

Playbook automation, automated root cause analysis, self‑remediation, and predictive maintenance

E2E visibility and advanced analytics functions for customer experience center

[/vc_column_text][/vc_column][/vc_row]

[vc_row][vc_column][vc_column_text]

Network Orchestration & Control

Leverage our experience in developing and delivering transformative, intent-driven service orchestration which efficiently co-work with legacy systems via Open API integration. We help you with both – leading COTS orchestration technologies and open-source industry orchestration initiatives.

2‑level approach on a rotational basis – COTS‑focused engineering practices, open-source expertise groups and cross‑skilling solution architects

Partnership with high-caliber OEM engineering services covering the leading technologies – Ciena BluePlanet, Nokia, Cisco NSO, ServiceNow TSM and ONAP

Fiber‑as‑a‑Service: The Fiber‑as‑a‑Service facilitates faster innovation and revenue growth with out‑of‑the‑box fiber capabilities.

Accelerate the quote to order service activation

Scale capabilities aligned to your growth faster with best of breed solution components

Service Modeler: The Service Modeler offers a rich and easy-to-use UI to design service and data models. Other features of this accelerator are as follows:

TMF & MEF Compliance: Loaded Blueprints with the TMF & MEF standards

API specification management: Define API specifications following TMF open APIs and customization

Change management: Change tracker with lifecycle management and version control

Network Service Orchestration (NeSO): The NeSO offers full lifecycle management of services across domains (xNFs) with a centralized service catalog & policy management.

Resource lifecycle management, configuration, activation, and closed-loop control

Single pane of glass for service inventory and topology, with discovery and reconciliation capabilities

[/vc_column_text][/vc_column][/vc_row]

[vc_row][vc_column][vc_column_text]

Network Automation and NetDevOps

Leverage our expertise in OSS transformation delivery across the diversity of Telco/DSP environments, and IT automation of multi‑domain hybrid networks and cloud. Transform your cost‑intensive parts of NetOps using our expert user‑defined automation framework or cloud‑age anti‑toil paradigms like Network Reliability Engineering (NRE), and Infrastructure‑as‑Code (IaC).

Data science capabilities to drive inorganic insights-based digital outcomes like network fault predictions, rapid root cause analysis, and the next best action, especially in cost-intensive operational domains

Control over cross‑domain solution development and delivery to achieve E2E agility, using our expertise in NetDevOps and test automation

NetBots.AI: NetBots.AI is a set of network microservices that does the heavy lifting of the repetitive NetOps tasks and improves the efficiency of the network engineers when scaled with a unified GUI and customizable bot catalog.

[/vc_column_text][/vc_column][/vc_row]

[vc_row][vc_column][vc_column_text]

Network Services Advisory

Formulate strategies, roadmaps, and blueprints for multi‑domain transport networks, Telco Cloud, multi‑cloud IT Infra, NetOps/NetDevOps, automation & orchestration control solutions. Transform your network with our expertise in network & cloud domain, NetOps transformation delivery, and labs‑led research/exploration in 5G/SDN/NFV/Data Science.

Actionable insights and consensus from multi‑organizational, multi-stakeholder landscapes for vital, yet conflicting priorities like security, interoperability, speed-to-market, and profitability

Evaluation and selection of the right Original Equipment Manufacturers (OEMs) and Independent Software Vendors (ISVs) for network transformation landscape

Identification of best‑in‑the‑industry solutions to adopt network of the future, that is service-oriented, flexible, and democratized

[/vc_column_text][/vc_column][/vc_row]

Konsolidierung des Netzwerkinventars

[email-download download_id=”5730″ contact_form_id=”14545″]

How to build a solid business case for service & network orchestrator easily

[email-download download_id=”13078″ contact_form_id=”4235″]

Strategies to drive efficiency and reduce cost in DSP’s retail billing operations

[email-download download_id=”7901″ contact_form_id=”4235″]

Implementing Software-Defined Networking (SDN)-based traffic steering model for video on demand (VoD) services

[email-download download_id=”7886″ contact_form_id=”4235″]

Submit a Business Proposal
[contact-form-7 404 "Not Found"]
Transforming KPN into a digital Telco through SDN-NFV

[email-download download_id=”7425″ contact_form_id=”4235″]

Delivering operational excellence through scalable RPA

[email-download download_id=”7412″ contact_form_id=”4235″]

Achieving end-to-end service orchestration across hybrid networks

[email-download download_id=”7404″ contact_form_id=”4235″]

Imbedding AI and robotics at the core of your operations

[email-download download_id=”7398″ contact_form_id=”4235″]

Register
[contact-form-7 404 "Not Found"]
Telecom Consulting Capabilities

[email-download download_id=”6167″ contact_form_id=”4235″]

Book an Appointment
[contact-form-7 404 "Not Found"]
SDN-NFV: Network Transformation

[email-download download_id=”5301″ contact_form_id=”4235″]

Emergency-Aware Platform

[email-download download_id=”4534″ contact_form_id=”4235″]

Robotic Process Automation

[email-download download_id=”4232″ contact_form_id=”4235″]

Employee Engagement at Prodapt

[email-download download_id=”4227″ contact_form_id=”4235″]

Employee Engagement at Prodapt

[email-download download_id=”4224″ contact_form_id=”4235″]

Business Intelligence & Analytics for MVNOs

[email-download download_id=”4220″ contact_form_id=”4235″]

Oil & Gas IoT Solutions

[email-download download_id=”4217″ contact_form_id=”4235″]

Churn Prediction Modeling for Communication Service Providers

[email-download download_id=”4214″ contact_form_id=”4235″]

Boosting Sales Through Business Intelligence & Predictive Analytics

[email-download download_id=”4211″ contact_form_id=”4235″]

Key Elements in Building BI Analytics Solution for Telcos

[email-download download_id=”4208″ contact_form_id=”4235″]

Optimizing Telecom Inventory Management Through Business Intelligence & Analytics

[email-download download_id=”4205″ contact_form_id=”4235″]

Profitability Analysis for Communications Service Providers

[email-download download_id=”4201″ contact_form_id=”4235″]

Real-Time Network Intelligence & Predictive Analytics for Communications Service Providers

[email-download download_id=”4197″ contact_form_id=”4235″]

Request more information
[contact-form-7 404 "Not Found"]