CCS Case Study: Promoting Exceptional Customer Service With a Cloud Contact Center Solution

Company Background

The client is based in the Chicago metro area and provides consumers with incontinence-related supplies and products.

Business Challenge

The Converged Communications Systems (CCS) team had been supporting the client's Avaya environment for years when they sought to replace an old third-party software solution that worked with their legacy Avaya system.

They wanted an integrated solution that included web chat, email and voice as well as real-time analytics for customer service management. Additionally, the client needed to address compliance requirements.

CCS assisted the client in selecting a true omnichannel cloud contact center solution from a leader in that Contact Center as a Service (CCaaS) market that meets all their needs and works in conjunction with their existing Avaya system. The contact center platform we implemented also delivers the following benefits to the company:

• A wealth of historical and real-time data to drive improvements in customer service
• One unified platform for web chat, emails and inbound and outbound calls
• Compliance ensured by the contact center solution supplier
• Remote work capabilities, which have benefited the company during the COVID-19 pandemic
• The scalability needed to accommodate fluctuations in demand and staffing
• OpEx instead of a large CapEx
• No more hardware and software management or handling upgrades due to automatic cloud updates, which frees up time for the client to focus on driving business and delivering the best possible customer experience (CX)

Overall, this advanced contact center solution helps the client deliver the best possible customer service while promoting productivity and empowering their staff members to work from anywhere.