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.