Case study with Foxtrot’s Head of Contact Centre
28% of inquiries automated
0% missed messages
Lower operator workload
and optimized staffing while maintaining service quality
Customer enquiries arrived via Telegram, Viber, Facebook, the website and other messengers — each with its own interface. There was no single, centralised platform, no scalable automation, and an ever‑growing volume of repetitive enquiries. Delivering support without increasing headcount was almost impossible. Another blocker was the lack of Google Maps integration to identify the nearest branch and calculate delivery options.
Foxtrot needed a single platform that combined omnichannel communications, AI and mapping services.
Foxtrot chose ConnectiveOne as the only solution that brings together:
A single interface for all digital and messaging channels. Implementing a unified workspace eliminated the need for Foxtrot operators to switch between dozens of messenger and social media tabs.
The AI chat and flexible no-code scenario builder enable teams to create complex service and sales workflows independently, without involving developers.
Thanks to deep integration with Google Maps, customers can get information about the nearest pickup points, accurate delivery times, and location details directly within the chat.
Head of the Contact Centre at Foxtrot
Centralise all requests in a single interface, with SLAs and status tracking
Automate high‑volume enquiries (delivery, returns, FAQs) to reduce agent workload and boost self‑service/containment
Ensure availability with a hybrid model — AI for routine queries; agents for complex or sensitive cases, with seamless handover and full context
Build a scalable, flexible platform that adapts quickly to future needs and new channels.
By unifying all entry points (Telegram, Viber, Facebook, website, and other messengers) into a single workspace, operators can see the full customer interaction history regardless of the channel used. This allowed Foxtrot to completely eliminate lost inquiries, remove duplicate requests, and ensure transparent SLA tracking for every interaction.
Pre-built scenarios and AI chat flows for standard requests allow instant resolution of delivery questions and order status inquiries. This frees up the team’s capacity, enabling agents to focus on complex cases that require deep expertise and a personalized approach.
Integration with Google Maps enables automatic selection of the nearest locations and precise delivery time estimates directly within the chat window. This allows customers to instantly access essential logistics information, significantly improving self-service and the overall online shopping experience.
Head of Contact Centre, Foxtrot
Optimised operating costs through automation and more self‑service. Agent workload decreased, freeing capacity for complex cases and revenue‑driving tasks — without increasing headcount.
Head of Contact Center, Foxtrot
One workspace for all customer conversations across messaging apps, email, social and web — with unified history, routing and SLA control.
Resolves up to 40% of enquiries automatically, 24/7. Instant answers with seamless hand‑off to agents for complex cases and full context preserved
Real‑time dashboards and transparent reporting on volumes, containment, SLA adherence, agent efficiency and CSAT
Create and update automated flows and business rules without developers; versioning, testing and quick rollout.
Enterprise‑grade security with role‑based access (RBAC), SSO, audit logs, and encryption in transit and at rest. GDPR‑ready hosting and high availability.
Seamless connections to CRM, ERP, telephony, payment systems and Google Maps — plus open APIs and webhooks for anything else.
More customers help themselves 24/7: higher containment and adoption, fewer repeat contacts and shorter queues.
Faster 24/7 responses with less reliance on agents. More personalised, consistent service — at lower operational costs.
Next we are launching the AI Sales Agent — an in‑chat assistant that guides customers through the catalogue, recommends products, checks stock and delivery options, builds the basket and takes them through to checkout. When needed, it hands off to a human agent with full context.
Head of Contact Center, Foxtrot
Want to know more about the benefits chatbots and automation for your business?
We will answer all your questions