Case study with Foxtrot’s Head of Contact Centre
Samsung — один із лідерів індустрії у світі та в Україні.
завдяки тікетингу та автопризначенню
краще бачимо завантаження команди та ефективність каналів.
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
Build and update conversations without relying on developers
Locate branches, estimate delivery times, and show the nearest options on a map
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.
Bring Telegram, Viber, Facebook, the website and other channels into a single interface. No missed messages. End‑to‑end analytics and SLAs in one place.
Automate high‑volume FAQs (order status, delivery, returns, store info) with no‑code flows and AI Agents stay focused on complex, high‑value cases.
Identify the nearest branch, show locations, and estimate delivery times and options directly in the chat.
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
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