Challenge
- Disparate contact center platforms impeded management and budget forecasting
- Upgrades and enhancements were time-consuming
- Availability SLAs were insufficient
- CapEx operational model required large upfront investment
Solution
- Deployed cloud-based Virtual Contact Center (VCC)
- Instituted SLA for 99.9% availability
Outcome
- Improved customer experience with unified platform that allows personalized and preferential service
- Improved speed to market for new features and routine change management
- Increased customer interaction with web and chat channels, and introduction of virtual call-back in queue
- Facilitated management with enterprise-wide reporting and metrics to speed decision making
- Reduced upfront investment with pay-for-use OpEx billing and reduced training costs with e-learning modules
How we built the solution.