CASE STUDY CUSTOMER DIRECT

Transcription

1 Customer Direct is a St. Louis-based company that provides outsourced contact center services to over 300+ agents delivering voice, , and chat sales and support services for a wide variety of clientele. Their services include customer care, multi-tier technical support, and back-office fulfillment to serve domestic and international clients within industries such as hospitality, e-commerce, publishing, catalog sales, and healthcare.

2 GOALS Without increasing their budget, Customer Direct wanted to ensure high network availability and reliability, while also being scalable allowing features, functionality, and agent seats to be activated based on volume. They were also seeking more efficient technologies to attract clients while providing workforce optimization to more effectively manage their labor force maximizing ROI.

3 CHALLENGE Customer Direct was facing a common problem in the Business Process Outsourcing (BPO) contact center space. Their Toshiba platform was outdated, and an omnichannel solution was necessary to stay competitive across multiple clients with different service-level agreements. However, they wanted to avoid significant upfront capital investment for a peak number of agents.

4 isymplify PROVIDES SOLUTION isymplify was selected to help gather requirements across multiple departments and stakeholders while identifying the most appropriate cloud-based contact center platform providers. SINGLE SOURCE FOR ALL PROVIDERS FULL NETWORK INVENTORY PER LOCATION Once these steps were complete, isymplify was then tasked with authoring and administering the RFP process in addition to providing vendor analysis, financial breakdowns, and a final recommendation. ISSUE ESCALATION ASSISTANCE Per isymplify s suggestions, Customer Direct selected Vonage Business network services with incontact and NICE s complete cloud-based contact and WFO platform. This new solution is now driving improved labor costs while providing a single interface for their agents to access voice, , chat, and social media allowing them to quickly and easily service clients. PROVIDER PERFORMANCE AUDITING Also, rich data analytics and reporting capabilities allow Customer Direct to deliver better insights to their clients ultimately informing better business outcomes. ASSISTANCE WITH BILLING QUESTIONS AND CREDIT REQUESTS

5 We have enjoyed working with the isymplify team for their professional, thoughtful and friendly way they led us through a mission-critical decision-making process. Their talent, experience, knowledge and dedication are matched only by their superior customer-focused attitude, and best intentions for our organization. The manner in which they led our team through the discovery process exceeded my expectations, and has served as an invaluable waypoint on our telecommunications journey. Robert Nolan, CEO RESULTS Customer Direct has improved agent forecasting by 10%, gained new clients, and successfully integrated a custom portal providing cutting-edge technology to their clients and prospects. Moving forward, they are well positioned from features, functionality, and pricing standpoints and are on track to exceed their growth projections. p: