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Challenge

The client of the logistics sector needed selecting a Contact Center platform and telephony to improve the management of their calls.
The platform needed to be integrated with your existing back office systems, have a high level of reporting and multichannel solutions for social networks (Chat, email), call recording, mobility and management of it very simple.
Project

Contact Center innovation

Client

Logistics company

WHAT WE DO

Improved Contact Center platform to manage calls and new multichannel centers, chat and email solutions.

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Developed Solution

The following tasks were carried out:
  • Support the bid evaluation process to select the one that best suits your business needs.
  • Accompany as Project Office in the implementation of the solution to ensure that they meet the intended scope, on schedule and without cost variance.
Process
  • A selection process was conducted to evaluate the leading technology platforms IP telephony with contact center solution including comparing the features of the platform with customer needs ShoreTel solution was decided.

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Results obtained

The solution provided the customer the following advantages:
Financial:

  • Low cost and TCO

Security:

  • Reliability and security
  • High availability

Management:

  • Simplicity Management is not necessary the use of specialists for management.

Connectivity:

  • Full connectivity including mobility

Service availability improvement

100%%

Security issues reduction

75%%

TCO reduction

50%%