At Ovex Tech, we expertly manage incoming calls from customers seeking assistance with our products or services. Our dedicated team is trained to provide prompt and efficient solutions, ensuring customer queries are resolved to their satisfaction. We understand the importance of each customer interaction and strive to make every call a positive experience, thereby enhancing customer loyalty and trust in our services.
Ovex Advantages
Why Ovex
Case Studies
At Ovex Tech, we don’t just offer services, we provide solutions that are tailored to your specific needs. Here’s how we empower your business:
Choose Ovex Tech and experience the difference that a dedicated, customized, and cost-effective solution can make to your business.
In the rapidly evolving world of technology and customer service, Ovex Tech stands out as a leader.
Comprehensive Services: We offer a wide array of services, from call center solutions to data management, all tailored to your needs.
Expertise: Our industry experts deliver services in line with the latest trends and standards.
Quality Assurance: We’re committed to exceeding your expectations and adding value to your business.
Data Security: We prioritize data security, ensuring your data is always secure and confidential.
Customer-Centric Approach: Our services are designed with customer satisfaction in mind.
Innovation: We invest in technology and training to provide innovative solutions that keep you competitive.
At Ovex Tech, we provide services across a wide range of industries. Here are some of the key sectors we serve:
Healthcare: We handle benefits inquiries, claims processing, and billing and payment information. Our services help healthcare providers streamline their operations and focus on patient care.
Retail: We manage order inquiries, returns, product inquiries, billing inquiries, and more. Our services help retail businesses improve customer satisfaction and operational efficiency.
Utilities: We handle outage reports and service inquiries, helping utility companies maintain high service levels and customer satisfaction.
Finance: We provide support for transaction inquiries, account management, fraud detection, and more.
Telecommunications: We handle service inquiries, billing questions, and technical support for telecom companies.
Travel and Hospitality: We manage booking inquiries, reservation changes, customer service, and more for businesses in the travel and hospitality sector.
E-commerce: We handle order inquiries, returns, product inquiries, and customer support for online businesses.
Insurance: We manage policy inquiries, claims processing, and customer service for insurance companies.
Non-Profit and NGO: We offer tailored services to non-profit organizations and NGOs, helping them with donor management, fundraising support, volunteer coordination, and more.
Real Estate: We provide support for property inquiries, booking and reservation management, customer service, and more for real estate businesses.
At Ovex Tech, data security is of utmost importance. Here’s how we ensure the security of your data:
Data Encryption: Advanced methods protect your data at all times.
Access Control: Strict measures limit data access to authorized personnel only.
Regular Audits: Frequent security audits help us stay ahead of potential threats.
Regulation Compliance: We adhere to all relevant data protection regulations.
Security Training: Regular training keeps our staff updated on secure data handling practices.
Disaster Recovery: Robust plans ensure quick data restoration and minimal downtime in case of a breach.
Paktel was one of the pioneers of the Telecommunications’ Industry in Pakistan. Inbound Call volumes were in excess of 30,000 calls per day managed from different Paktel facilities. The operations specifically related to inbound customer care and ticket resolution.
To improve customer experience through a well-designed web-site and help users quickly locate the books they are looking for and also offer more choices in the same genre and based on customers previous search history and preferences. With online payment mechanism in place, customer data security was a significant concern, which needed to be catered to.
Ovex team worked with Libertybooks to understand the development requirements, especially the traffic volume, very big database of books and expectation of new generation of users. Libertybooks further wanted to make online channel a significant part of its’ revenue stream, which was a significant change from previous vision of serving customer through Libertybook’s outlets in Pakistan. With these requirements in mind, Ovex team went to drawing board to design software architecture with speed and security in mind and proposed plan was presented to management. Deployment got slightly delayed due to changes required in the hosting servers owing to AI services incorporated in the software architecture.
Ovex helped design the E-Commerce platform, identify and set up hosting server requirements, and embed an AI based self-learning recommendation mechanism. With 6 months of post implementation support, Ovex was able to successfully deploy a fully functional solution, which is making increasing contribution to revenues of Libertybook.com platform.
A public utility company of Pakistan managed its helpline in house, through agents answering call in each of the zones, for the whole of north of Pakistan. There was no visibility of complaints, its resolution, especially critical complaints, which were leading to loss of life and property.
This development required working with myriad of technologies to integrate multiple platforms in one application. One user interface to manage all customer interactions and facilitate first call resolution mechanism in place, a specialized focus, yet diverse technology stack was needed. This was necessary to keep track of all customer interactions and ensure none of the customer complaint is left un-attended.
Ovex used its custom developed CRM as base platform to enhance its functionality to meet the requirements of the bank. Capability to create multiple projects and queues was extended to meet the needs of the bank for its marketing, customer services and product activation departments. With multiple queues for new products and services, customer complaints and queries, each interaction needed to be tracked but consolidated to create a great customer experience.Ovex CRM sets up multiple channels to address varied customer interactions, incorporating criticality of the interaction. A real-time dashboard with detailed reporting helped management stay on top of every customer interaction.
Ovex helped incorporate operational complexity into one platform, taking care of every interaction and simplifying it into one application, with great supervisory features to manage a large-scale operation. The result has been overwhelming great customer support leading to enhanced service delivery through increased transparency which has resulted in greater accountability for all of its queues.
