Challenge
- Disparate Contact Center technologies impeded agent efficiency
- Could not utilize productivity tools like Computer Telephony Integration (CTI) and Digital Channels
- Reporting metrics, quality performance, and utilization was inconsistent across partners
- Needed scalable solution to support seasonal agent staffing changes
Solution
- Deployed cloud-based Virtual Contact Center (VCC)
- IP Toll Free service for in and out-bound calling
Outcome
- Improved agent productivity with CTI, order status automation, and customer identification capability
- Enabled seasonal flexibility by automatically scaling to the number of agents on staff across Contact Centers
- Facilitated internal management and decision-making with enterprise-wide visibility of Contact Center operations while restricting partners to limited view
- Increased agent efficiency and service levels by consolidating queuing and routing across locations
- Allowed selective management of occupancy and workload based on BPO performance and adherence
How we built the solution.