Case Studies

Centralized Telephony

Centralized Telephony Improves Post-Merger Customer Experience

When a large consumer travel association merged, the organization discovered it had five disparate telephony platforms spanning multiple vendors four overlapping dial plans requiring new extensions for every employee and four distinct workforce optimization (WFO) vendors with a variety of operational processes. Cimphoni standardized and centralized telephony, workforce optimization and business processes for the organization’s contact centers and 140+ retail locations in 10 months, well ahead of the 18-24 month target. The new unified capabilities drove nearly $1 million in staffing efficiencies, and the unified platform improved the overall customer experience.

Tags: