Customer Success Story: Contact Center

OVERVIEW

Advised and assisted with migration from legacy hybrid premise/cloud-based platform to fully cloud-based Contact Center as a Service solutions

CLIENT INFORMATION

  • 27 Locations in the U.S.
  • Headquarters in the Midwest

DRIVERS

  • Current vendor reaching end-of-development
  • Replace Temporary Solutions
    (Disaster Recovery: Covid19/Work-from-Home)
  • Desire for more media channels
  • Need for self-service options

PROCESS

  1. Assesement › Business Requirement Document
  2. Education › Market Analysis of Various Leading Providers
  3. Evaluation › Identification of Top Candidates
  4. RFP › Process Development, Distribution, Results Analysis
  5. Analysis and Executive Summary
  6. Contract Negotiation
  7. Selection and Implementation

RESULT

  • Over $800,000 in annual operations cost savings
  • Fully Cloud-based Solution, Work-from-Home Integrated
  • Consolidation of ecosystem to single provider
  • Integration of Line-of-Business Applications
  • Operational Optimization
  • Future-Ready Foundation for New Technology Solutions

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