The NGO Project
ORGANIZATION PROFILE
The NGO-customer of Microbase is an independent, international organization that fights against poverty and injustice in Greece and around the world. The NGO team works in more than 45 countries and educates people and communities to be self-reliant and claim a life of dignity and a more just world. In its effort, it collaborates with local organizations and at the same time pressures institutions and governments to combat
policies and practices that perpetuate poverty and social exclusion. The NGO’s work is based on the financial support of companies, foundations, large private donors, Friends and Underwriters.
BUSINESS NEED & CONDITIONS
One of the basic operational needs of the NGO is the communication with its supporters. So, a reliable call center was necessary, for the immediacy and speed of the team’s telephone communication: a) to handle calls with/from its supporters and b) to make bulk calls to them.
THE MICROBASE SOLUTIONS & APPLICATION
After assessing the needs and conditions, our Engineers:
- Provided a complete communication solution through Microsoft Teams by supporting the installation of Microsoft Teams SBC (Session Border Controller) and interfacing it with ePhone telecommunication services.
- Implemented intelligent routing of incoming calls – through the Exelysis Contact Center Cloud Solution – so that the appropriate operator answers the call, based on his/her knowledge.
- Automated the creation of campaigns, so that the team can communicate with supporters bulkly.
BENEFITS FOR THE ORGANIZATION
The Microbase Solutions after their installation and operation, gave the NGO the possibilities of:
- Reporting and real-time recording of the actions to evaluate the results
- Reduction of complexity
- Reduction of costs
- Improvement of experience of the team and the supporters
- Flexibility through the ePhone
- Better organization and increased productivity through Exelysis