Call Centre | Architech Solutions

Challenge

MTS Allstream call centre reps were taking too much time finding information customers needed; customers faced long support call wait times.
MTS Allstream asked us “Can you help reduce our information gap?”

Solution

An InQuira Intelligent Search and Information Manager that scans all enterprise documentation and delivers content related to each natural language question.
Top customer inquiries are displayed as FAQs on MTS.ca.

MTS Allstream online and call center support tools

Results

Call centre productivity is up; customer wait times are down.
Architech Solutions and Inquira have closed the information gap at MTS Allstream

Telecommunications

Allied Wireless
Bell
Cogeco
Fido
Public Mobile
Rogers
Telus
WIND Mobile

Finance & Insurance

Alpha Group
American Express
Clarica
E*Trade
Nationwide Financial
Nationwide Insurance
RBC Financial Group

Technology

CyberSource
Lexmark
Roxio
Saitech International
Symantec
Telemerge
Tucows

Public Sector & Non-Profit

City of Toronto
David Suzuki Foundation
Heart & Stroke Foundation of Ontario
HotDocs Film Festival
Seneca College
Toronto International Film Festival
Toronto Public Library

Retail

GoodYear
Lowes
Walmart

Other

AES
Bally Total Fitness
Choice Hotels
Halliburton
Thane Crossley

	Retail Education and Ordering Kiosk Walmart wanted a self-serve kiosk for more than 2,500 locations across North America that would allow customers to learn about and shop for tires.		Rogers Catalyst Rogers Communications wanted a portal allowing developers to innovate, test applications quickly and enable a variety of mobile apps and services accessed by more than 8.5 million wireless subscribers.

	Payment Services Strategy Wind Mobile needed the ability to accept payments from customers online 24x7 using multiple channels, and required enterprise logging and notification services.		B2B E-commerce Portal An apparel company requested our help to add more B2B clients to its E-commerce application, without a total rebuild or new deployment per customer.

	Application Technology Audit A client asked us to audit its technology platform and present results - within a two-week deadline.		Mobile Data Services A large Canadian wireless network operator required a unified solution for its systems that faced capacity limitations, revenue leakage, and difficulty supporting new services.

	Cloud-Based Reporting Tool Thane Crossley Partners asked us, "Can you design a system using our current database that gives users more power and control, automates our manual processes, and creates a framework for future expansion?"		Customer Support Portal MTS wanted to enhance its customer support knowledge management solution.

	Call Centre Support Portal Bell intended to revamp the OneSource user interface and streamline its content.		Customer Self-Service Portal Cogeco wanted a customer portal featuring single sign-on, content management capabilities, and more.

	Cloud Platform Back-Office Automation The Heart and Stroke Foundation of Ontario turned to us for a solution to a complex P2P program.		Web Application Migration and Improvement The Toronto Public Library asked us, "Can you help visitors search our 11 million items faster and easier, while reducing the cost of our infrastructure?"

	Customer Support and Information Portal Choice Hotels asked us to help improve customer retention, support, and self-help capabilities on its website.