Nationwide yard care service elevates the customer experience while controlling call center costs.

Challenge

Spin-off from sister company necessitated cost controls
Local, regional, and national customer base complicated call routing
Needed to add agents and integrate new acquisitions into contact center environment

Solution

Implemented Virtual Contact Center (VCC) and Unified Communications and Collaboration as a Service (UCCaaS)
Deployed VoIP inbound and Internet services
Managed project with Professional Services

Outcome

Personalized service experience by giving agents easy, immediate access to customer history
Empowered customers with self-help capabilities to focus agents on more complex issues
Improved first call resolution by routing calls to the most qualified agent
Facilitated agent management with ability to track and compare actual and forecasted queue statistics
Controlled costs via pay-per-use mode rather than buying solution licenses

How we built the solution.

Virtual Contact Center

Give your contact center the agility, reliability and scalability of the cloud.

Unified Communications and Collaboration as a Service (UCCaaS)

Better unify your workforce with better unified communications.

VoIP Inbound Local Origination

Handle and route local numbers just like toll free.

We provide an end-to-end portfolio of CX professional services to help you create better experiences, drive measurable results, and mitigate security risks for your business. CX Professional Services consist of digital advisory services, contact center consulting services, customer experience design services and technical professional services that can design and support your digital transformation journey.

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