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.

Executive Briefing Program—powerful relationships start here.

Explore ways to achieve your business goals.

Collaborate one-on-one with our technology leaders to help unlock competitive advantages and achieve your goals through our Executive Briefing Program.

Let's connect.

Choose your country to view contact details.

Sales

Call us at

Support

Manage your account or get tools and information.