Qatar Charity Transforms Call Center with AI and Cloud Solutions
In a move demonstrating the power of digital transformation, Qatar Charity, a prominent non-profit organization dedicated to humanitarian efforts, has significantly enhanced its operational efficiency and customer service capabilities. By implementing a sophisticated solution leveraging Microsoft Azure, Dynamics 365, and AI through INNOV8 for Copilot Studio from Netways, the organization has achieved remarkable results. These include a 40% reduction in IT maintenance costs, a 30% decrease in average call handling time, and a 25% increase in customer satisfaction.
Qatar Charity’s mission is to support humanitarian efforts and sustainable development globally.
Addressing Operational Challenges
Prior to the implementation of the new system, Qatar Charity faced significant challenges stemming from the use of disparate systems and an outdated on-premises IT infrastructure. These issues included:
- Multiple platforms: The call center relied on various communication platforms, leading to inconsistencies in user experience and data management.
- Data consolidation issues: Consolidating vital information for comprehensive analysis and reporting was a challenge, hindering the organization’s ability to gain holistic insights into operations.
- Maintenance and Scalability: On-premises infrastructure required continuous and costly maintenance, limiting agility and scalability.
- Complex IT operations: Managing on-premises servers caused considerable strain on the IT department.
- Lack of advanced analytics and AI: The previous system did not support advanced analytics or AI.
- Customer service limitations: The inability to include modern AI tools meant customer service was not as proactive or as personalized as it could be.
Leveraging Microsoft Technology for Transformation
To overcome these challenges, Netways partnered with Qatar Charity to implement a unified, cloud-based solution built on Microsoft technologies. This included the integration of several components:
- Azure platform: Microsoft Azure provided a scalable, cloud-based platform that allowed for the consolidation of disparate systems into a single, unified interface, improving data management and system reliability.
- Dynamics 365 Customer Service: Leveraged as part of an omnichannel strategy to unify donor inquiries and case management across multiple channels.
- Omnichannel support: Azure Communication Services were used to integrate various communication channels like voice, chat, WhatsApp, and email into a seamless interface.
- Low-code technology: Microsoft Power Apps and Azure Logic Apps enabled rapid customization and deployment of the solution, accelerating time-to-value.
- AI technologies and Copilot: Microsoft AI and Copilot provided advanced analytics and automation capabilities, enhancing operational efficiency and supporting informed decision-making.
Microsoft provided invaluable support throughout the integration process, including Azure resources and programs, expertise, and training.
Key Outcomes and Benefits
The implementation of the new system has yielded impressive results, demonstrating a clear return on investment:
- Operational efficiency: Average handle time was cut by 30%, and agent productivity increased by approximately 20%..
- Customer satisfaction: Customer satisfaction scores increased by 25%, and the inclusion of multiple communication channels increased engagement rates by 15%.
- Cost efficiency: IT maintenance costs were reduced by 40%.
“The automation achieved through the adoption of Microsoft Technologies and Netways solutions is a crucial aspect, enabling us to fully automate thousands of monthly calls to donors, reminding them to fulfill their monthly donations to the children and families they support,” said Hamed Shihadeh, Manager, Information Technology Department, Qatar Charity.
Innovation and Future Outlook
The successful integration of AI and cloud-based solutions has positioned Qatar Charity as a technology leader in the non-profit sector. The organization now has a modern, efficient call center that delivers enhanced services.
“Today, we are witnessing the next generation of digital contact centers, driven by AI to tackle complex scenarios that previously required human intervention. It has been an exciting experience collaborating with Qatar Charity on their visionary digital transformation journey. Leveraging the Microsoft Azure platform, we were able to innovate and deliver smarter, more efficient solutions, enabling enhanced services for Qatar Charity’s stakeholders. This partnership underscores the potential of AI-powered technology in transforming customer engagement and operational efficiency,” said Mohannad Kherallah, Enterprise Digital Transformation Manager, Netways.
