Global retailer finds Contact Center efficiency for eCommerce in scalable, enterprise-wide platform.

Challenge

  • Disparate Contact Center technologies impeded agent efficiency
  • Could not utilize productivity tools like Computer Telephony Integration (CTI) and Digital Channels
  • Reporting metrics, quality performance, and utilization was inconsistent across partners
  • Needed scalable solution to support seasonal agent staffing changes

Solution

  • Deployed cloud-based Virtual Contact Center (VCC)
  • IP Toll Free service for in and out-bound calling

Outcome

  • Improved agent productivity with CTI, order status automation, and customer identification capability
  • Enabled seasonal flexibility by automatically scaling to the number of agents on staff across Contact Centers
  • Facilitated internal management and decision-making with enterprise-wide visibility of Contact Center operations while restricting partners to limited view 
  • Increased agent efficiency and service levels by consolidating queuing and routing across locations
  • Allowed selective management of occupancy and workload based on BPO performance and adherence

How we built the solution.

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