Case Study

MSI Reproductive Choices.

Making contact center operations efficient globally with Webex Engage
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Enhancing contact center operations using digital channels

MSI Reproductive Choices, a multinational not-for-profit organization, works to provide safe reproductive healthcare services for women across 33 contact centers in Asia and Africa. Their voice-based contact centers restricted their ability to cater to all their clients who needed their services, especially during the pandemic.

Webex Engage became the perfect technology solution that enabled WhatsApp for Business and Messenger to help MSI:

  • Improve its inbound call answer rate to 78% in 2021 from 54% in 2018 using WhatsApp and Messenger

  • Witness 10% year on year growth in two years of implementing Webex Engage

  • Scale up its operations and gain deeper insights in understanding client preferences

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