Case Study

Customer Direct

A St. Louis-based company providing outsourced contact center services – including voice, email, and chat sales and support services for a wide variety of clientele.

Overview

Improving Agent Forecasting and New Business

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.

Details

Migrating to CCaaS to Increase Flexibility and Improve ROI

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 Their Toshiba platform was outdated, and an omnichannel solution was necessary to stay competitive across multiple clients with different service-level agreements.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.

Solution

We were tasked with gathering requirements across multiple departments and stakeholders while identifying the most appropriate cloud-based contact center platform providers. iSymplify then managed the RFP process in addition to providing vendor analysis, financial breakdowns, and a final recommendation.

Following iSymplify’s vendor suggestions, Customer Direct’s new solution is now driving improved labor costs while providing a single interface for their agents to access voice, email, chat, and social media – allowing them to quickly and easily service clients.

Agent Forecasting

10%

Remote Employees Connected

108

Office Overhead Reduced

14%

Testimonial

“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

Get In Touch

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888.444.4150

2270 Bluestone Dr.
St Charles, MO 63303

888.444.4150

2270 Bluestone Dr.
St Charles, MO 63303