12Go was founded in Singapore in 2013 as a travel consulting company. Their customers are primarily travelers who want to organize their own trips but need assistance in the planning stages, especially for places with difficult routes and complex transport systems.
Voximplant task was an automation of phone calls processed within our support team. I want to note the flexibility of the platform tools and integration, because it was required to establish interaction with the self 12Go CRM. Of course, this is not as simple as in the case of “boxed” services, but Voximplant experts were able to quickly resolve all the issues that arose at the initial stage. As a result, we have a fully working system for handling incoming and outgoing calls. Technical support staff got simple and effective work tools at their disposal, and the company management provided with quality analysis and control.
Because a self-written CRM was used to manage all of the processes inside 12Go, this excluded the possibility of automatic integration with tools available in the Voximplant platform. As a result, the following tools were used: 1) Dialer and webphone for handling incoming and outgoing calls. 2) Zingaya button on the 12Go website to make a call directly from the web. The integration was performed in two stages: a) Initial configuration of services in relation to the CRM of 12Go Asia, b) Collecting feedback from company employees and technical staff while making all of the necessary updates and launching an integrated communication system. The whole process from the initial discussion to the full launch took 2.5 months