Whereas COVID-19 continues to impression the character of labor and organizations across the globe, we’ve been doing lots of listening to grasp a very powerful challenges monetary companies contact facilities face. Along with our prospects, we’re discovering the quickest and handiest methods to unravel these challenges.
One factor that rapidly turned clear and has held true is that the cloud is the one viable answer for contact facilities to transition their brokers to securely do business from home and meet elevated demand whereas sustaining constructive buyer experiences and enterprise continuity.
Transitioning to WFH: A Success Story
Transferring to the cloud is just not straightforward, but it surely can be done quickly. In actual fact, for one Lifesize buyer—a multinational monetary companies firm transitioning to a WFH mannequin—we deployed the mandatory infrastructure to help it inside two hours.
For this international enterprise buyer, there have been huge challenges to deal with. Many brokers weren’t technologically savvy. Others had weak dwelling Wi-Fi or wanted particular tools. It was vital to deal with the problems rapidly so brokers may very well be up and operating, and again to serving monetary prospects.
For banking and finserv organizations addressing unprecedented wants throughout this disaster, options are about supporting individuals—each inside and exterior. The infrastructure we helped create for this buyer offered direct help to inside brokers so they may serve exterior prospects.
A Absolutely Supported WFH Answer Stay in Simply Two Hours
An inside IT help group was established by the client to offer expedited help to its WFH brokers and assist them get again to work nearly instantly. Utilizing the CxEngage cloud contact heart, our skilled companies group configured a devoted cloud tenant for that inside IT group in underneath two hours.
Since our CxEngage answer is constructed on a real cloud platform, scaling companies up or down is quick and easy. Configuring and customizing the brand new tenant for this buyer’s inside IT help was swift. Our skilled companies group arrange an IVR circulation, added brokers in bulk and was totally useful the identical day. Initially, 20 IT help staff had been utilizing the brand new cloud tenant. The configuration labored so effectively that the corporate rapidly requested us so as to add one other 30+ staff to service excessive name volumes. The cloud’s capability to burst to scale meant we might add the help wanted straight away.
For this international monetary agency, the outcomes had been as speedy and vital because the deployment. It overcame lots of the identical hurdles we’re seeing different giant organizations world wide face amid the COVID-induced “next normal,” resembling the necessity for devoted technical groups to help WFH brokers’ experiences as they rise to fulfill heightened customer support demand.
– Jen Jackson, VP of Buyer Success, Lifesize