A Fortune 100 North American retailer dramatically improved insight into its customer base and channel partner interactions using a powerful cloud solution. After years of underinvestment in customer service infrastructure, deployment of point solutions to individual contact centers and numerous operational silos, the client is now providing a rich, effective multichannel service experience.
Adopting a hybrid agile approach allowed for quarterly release cycles that span from design/build to user training and supported rapid rollout of point solutions to more than 3,000 agents, 1,000 business users and more than 100 million customers.
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