Call Center Implementation Case study

Overview of Call Center Implementation

Our client is a national system integrator. The company was expanding and understood that they had outgrown the current solutions. Their legacy datacenters and call center operations were no longer going to meet the needs of the growing client base. Additionally, they did not have expertise in the newest call center cloud solutions, nor infrastructure. 

image for woman with hardware for cloudEQ services of contact center and call center implementation

Our Challenge

To help a client move and upgrade their existing data center to a new colocation facility and architect, deliver and deploy a new Cisco Contact Center solution.

Our Approach

We partnered with the company to analyze their current environment, their staff and talent, existing technology and their goals for the future.

  • People

    • The company staff lacked the skills to architect and implement a move or replacement of the call center

    • We analyzed the skillset of their existing staff and recommended that they invest in both training as well as some additional staff to support the new technologies being deployed

  • Process

    • We architected the solution based on the current and projected growth requirements of the client

    • We worked with the client to integrate the updated technologies and workflows into their current business

    • We implemented and project managed the solution end to end to ensure a timely execution and budget adherence

  • Technology

    • The solution called for more automated technology

    • We designed the workflows, and automation to aid the business and deliver a better customer experience

Results

Within 3 months after we completed the project, our client had:

  • A new datacenter

    • The move to their new datacenter came in 15 days ahead of schedule95%

    • 95% virtualization

  • New call center technology

    • Talk and handle time dropped by 25% in 2 months

  • Self service

    • With the implementation of IVR, Data dip and API we were able to improve self-service by 30%

  • Budget

    • 10% under budget for all projects