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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.

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