Global bank improves
customer service with
multi-channel contact
center.

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.

Virtual Contact Center

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

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