{"id":10166,"date":"2025-11-25T12:02:28","date_gmt":"2025-11-25T11:02:28","guid":{"rendered":"https:\/\/www.logikaline.com\/blog\/external-customer-care-service-ccs-for-a-public-body-in-gipuzkoa\/"},"modified":"2026-01-13T14:15:54","modified_gmt":"2026-01-13T13:15:54","slug":"external-customer-care-service-ccs-for-a-public-body-in-gipuzkoa","status":"publish","type":"post","link":"https:\/\/www.logikaline.com\/en\/blog\/external-customer-care-service-ccs-for-a-public-body-in-gipuzkoa\/","title":{"rendered":"External Customer Care Service (CCS) for a Public Body in Gipuzkoa."},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"10166\" class=\"elementor elementor-10166 elementor-7848\" data-elementor-post-type=\"post\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9f88aea e-flex e-con-boxed e-con e-parent\" data-id=\"9f88aea\" data-element_type=\"container\" data-e-type=\"container\" 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href='https:\/\/www.logikaline.com\/wp-content\/plugins\/unlimited-elements-for-elementor\/assets_libraries\/font-awesome6\/fontawesome-all.min.css' type='text\/css' rel='stylesheet' >\n\t\t<link id='font-awesome-4-shim-css' href='https:\/\/www.logikaline.com\/wp-content\/plugins\/unlimited-elements-for-elementor\/assets_libraries\/font-awesome6\/fontawesome-v4-shims.min.css' type='text\/css' rel='stylesheet' >\n\n<style>\/* widget: Vertical Curved Timeline *\/\n\n#uc_vertical_curve_timeline_elementor_523e640.ue-container{\n  width: 100%;\n  display: flex;\n  align-items: center;\n}\n\n\/* Timeline Container *\/\n\n#uc_vertical_curve_timeline_elementor_523e640 .ue-timeline {\n  width:100%;\n  margin: 0 auto;\n  padding: 0 20px;\n}\n\n#uc_vertical_curve_timeline_elementor_523e640 .ue-item-image{\n  overflow:hidden;\n}\n\n#uc_vertical_curve_timeline_elementor_523e640 .ue-item-image img{\n  width:100%;\n  height: 100%;\n  transition:0.3s;\n}\n\n\/* Card container 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.ue-card:nth-child(even) .ue-button-link {\n    margin-left:auto;\n  }\n\n\n\n<\/style>\n\n<div id=\"uc_vertical_curve_timeline_elementor_523e640\" class=\"ue-container\">\n  <div class=\"ue-timeline\">\n    <div class=\"ue-outer\">              \n      <div class=\"ue-card elementor-repeater-item-7adb445\">\n  \n  <div class=\"ue-slno\">\n    1          \n  <\/div>\n  \n  <div class=\"ue-info\">\n                    \t\n    <h3 class=\"ue-title\">Sector<\/h3>        <div class=\"ue-description\"><p>Public Administration \/ Citizen Services<\/p>\n<\/div>               <\/div>\n<\/div>\n<div class=\"ue-card elementor-repeater-item-e0a4dec\">\n  \n  <div class=\"ue-slno\">\n    2          \n  <\/div>\n  \n  <div class=\"ue-info\">\n                    \t\n    <h3 class=\"ue-title\">Client<\/h3>        <div class=\"ue-description\"><p>Public body in Gipuzkoa<\/p>\n<\/div>               <\/div>\n<\/div>\n<div class=\"ue-card elementor-repeater-item-970c261\">\n  \n  <div class=\"ue-slno\">\n    3          \n  <\/div>\n  \n  <div class=\"ue-info\">\n                    \t\n    <h3 class=\"ue-title\">Challenge<\/h3>        <div class=\"ue-description\"><p>During the Income Tax Declaration campaign (April), the number of calls and inquiries to this public body triples. <br \/>The challenge was to maintain an uninterrupted citizen service, minimize waiting times and ensure complete security in the connections with the public network.<\/p>\n<\/div>               <\/div>\n<\/div>\n<div class=\"ue-card elementor-repeater-item-adf41aa\">\n  \n  <div class=\"ue-slno\">\n    4          \n  <\/div>\n  \n  <div class=\"ue-info\">\n                    \t\n    <h3 class=\"ue-title\">Solution<\/h3>        <div class=\"ue-description\"><p>Logikaline acts as an external supporting CCS, connecting with the client through a point-to-point <strong>VPN over MPLS infrastructure, ensuring security and reliable communications. <\/strong><\/p>\n<p><strong>30 additional agents <\/strong>were incorporated into the platform to handle the increased interaction volume.<br \/>During the campaign:<\/p>\n<p>-Daily calls<strong> increased from 50 to over 200.<\/strong><\/p>\n<p>-Customer service flow remained consistent, with no delays.<\/p>\n<p>-Citizens experienced no service disruptions.<\/p>\n<\/div>               <\/div>\n<\/div>\n<div class=\"ue-card elementor-repeater-item-22be0f6\">\n  \n  <div class=\"ue-slno\">\n    5          \n  <\/div>\n  \n  <div class=\"ue-info\">\n                    \t\n    <h3 class=\"ue-title\">Results<\/h3>        <div class=\"ue-description\"><ul>\n<li><strong>Continuous and uninterrupted service<\/strong><\/li>\n<li><strong>99 % service level.<\/strong><\/li>\n<li><strong>No impact on user experience.<\/strong><\/li>\n<li><strong>Scalability and security ensured through the MPLS connection.<\/strong><\/li>\n<\/ul>\n<\/div>               <\/div>\n<\/div>\n\n    <\/div>\n  <\/div>\n<\/div>\n<!-- end Vertical Curved Timeline -->\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>1 Sector Public Administration \/ Citizen Services 2 Client Public body in Gipuzkoa 3 Challenge During the Income Tax Declaration campaign (April), the number of calls and inquiries to this public body triples. The challenge was to maintain an uninterrupted citizen service, minimize waiting times and ensure complete security in the connections with the public [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":11414,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[73],"tags":[],"class_list":["post-10166","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-public-administration"],"_links":{"self":[{"href":"https:\/\/www.logikaline.com\/en\/wp-json\/wp\/v2\/posts\/10166","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.logikaline.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.logikaline.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.logikaline.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.logikaline.com\/en\/wp-json\/wp\/v2\/comments?post=10166"}],"version-history":[{"count":0,"href":"https:\/\/www.logikaline.com\/en\/wp-json\/wp\/v2\/posts\/10166\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.logikaline.com\/en\/wp-json\/wp\/v2\/media\/11414"}],"wp:attachment":[{"href":"https:\/\/www.logikaline.com\/en\/wp-json\/wp\/v2\/media?parent=10166"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.logikaline.com\/en\/wp-json\/wp\/v2\/categories?post=10166"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.logikaline.com\/en\/wp-json\/wp\/v2\/tags?post=10166"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}