TelOne Zimbabwe Omnichannel Service Modernization
Challenge: fragmented support queues | Solution: Flex Contact Center | Modules: voice, IVR, digital routing, reporting | Deployment: phased rollout | Outcome: stronger queue visibility and service coordination
Challenge
TelOne needed a clearer way to manage customer conversations across voice and digital channels without relying on separate tools and manual escalations.
Solution
Flex deployed Flex Contact Center with ACD, IVR, queue monitoring, supervisor dashboards, and digital channel coordination for service teams.
Modules
Voice routing, IVR, queue management, reporting, supervisor tools, digital engagement.
Deployment
Phased rollout with user training, reporting alignment, and operational stabilization.
Outcomes
Stronger queue visibility, faster routing decisions, and better service coordination across teams.