Case Study: Customer Management Center (CMC) increases agent efficiency 20% and delivers outstanding omni-channel social customer service with Oracle Service Cloud (Oracle)

CMC Delivers Outstanding Consumer Service Experience Across All Social Channels While Increasing Agent Efficiency by 20%

Customer Management Center A.Ş. (CMC) is one of Turkey’s largest contact‑center providers, serving clients across industries from five locations in six languages. Faced with the need to monitor and categorize millions of multilingual consumer posts across social channels, forums and websites, CMC needed a single omni‑channel tool to capture keyword‑driven insights, route queries correctly and meet strict SLAs (for example 15 minutes for social responses).

Using Oracle Service Cloud (implemented with partner Smartiks) and custom tracking automations, CMC consolidated social monitoring, automated multilingual pre‑filtering and built keyword analytics to route and resolve first‑level queries. The solution let agents handle more than 10 million social posts in 2014, respond to millions of Twitter, Facebook, email and phone contacts, meet SLA targets, and boost agent efficiency by 20% while improving service quality and response measurement.

Customer Management Center

Mehmet Sabırlı

Technical Project Manager