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

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