
Headquarters: Exton, PA
Industry: Services
Product Replaced:Hosted contact center solution
Number of Users:Agents: 450
Business Users: 50
Challenge: Connect with customers via email and Web chat, in addition to phone; take advantage of new technologies; allow for future expansion.
Products Deployed:CaaS Contact Center is a communications-as-a-service offering that provides contact center services such as IVR, ACD, and call recording, with clients paying only for the capabilities and agents/business users they need.
Benefits:
- Time needed for common tasks reduced by as much as 15 seconds per call
- Thousands of dollars per month saved on toll-free costs
- Improved service management for clients, including skills-based routing