Boromir – Ground-Breaking Technology to Support Customer Service

This year we won two awards in the most important competition of the Polish contact centre and customer care industry – the Polish Contact Centre Awards (we wrote more about the competition here). One of the categories in which VCC won recognition from the jury was Best Support Technology. We received the award for our proprietary system called Boromir.

Boromir is an innovative tool used in the customer service process that allows online consultations to be monitored, managed and the data generated from this to be analysed. The technology combines an application built in the Microsoft 365 ecosystem with proprietary ETL (Extract, Transform and Load) tools. The tool was entirely developed and implemented by specialists from Voice Contact Centre’s New Tech division.

Among other things, the system analyses the questions published in Teams messenger, the topics of the posts, the response time and the content of the responses, as well as measuring the effectiveness of these activities and categorising the traffic. This allows the company to learn about the most common and difficult problems occurring in the customer service process and to optimise the time and costs involved in providing support in order to increase efficiency and service quality.

The tool transfers the relevant data into clear summaries and generates them in the form of reports. As a result, information that until recently was accumulated in a dozen channels is gathered in one place.

– Boromir is another step in the pursuit of customer service excellence. We are extremely pleased that our proprietary technology has met with the approval of the jury of the Polish Contact Centre Awards,’ says Ewelina Kowalczewska – Key Account Director at VCC. – Thanks to the ongoing analysis of consultations, which is now easier than ever before, not only do we identify customer problems faster, but we can also develop training and accessible procedures for advisors more effectively. As a result, this significantly improves the quality of service.

Among others, the tool is already being used by several hundred Voice Contact Centre advisors, team leaders and support consultants. The first launch of the Boromirm system took place in the Allegro CX project. Since its release, the system has already been implemented in several other projects run by VCC.

The use of the tool has halved response times and reduced the number of staff hours needed to handle queries by more than a third. This has translated into a significant increase in profitability for many projects.

If you are interested in implementing the Boromir system in your company, please do not hesitate to contact us.