Case Studies - Customer Challenges
Change Management
A contact center was challenged with replacing their chat and email contact center technology. The business teams were using an existing solution for more than four years. Stakeholders were attached to the features and did not want to lose the knowledge and...
Contact Center Process
The primary sales team within an electronics organization was experiencing an excessive volume of email. Their primary mission was to proactively engage with customers, build relationships, and offer consultation to drive sales. Unfortunately reactive system issues...
Feedback Design Process
A large retail manufacturer did not have a measure of perceived service from the perspective of their customers. The assessment of inbound service requests, order cancelations, and product deliveries were unknown. Answers and guidance pertaining to...
Key Performance Indication
A well-established contact center introduced a number of key performance indicators throughout the years. Unfortunately a few of the metrics were inconsistent, misaligned, or in a continuously non-trending state. For example, the lack of case management...
Labor Inflation
Following a successful adoption of several new contact center technologies, the overall time to service customer requests started to plateau and degrade. After observing the situation it became evident that transactional business processes and the various corporate systems were inflating...
Processing Email
A billion dollar distributor was processing over three million emails per year. Their existing solution could not scale to meet their growth projections. Outages and...
Reporting and Analysis
A manufacturer of consumer goods acquired a company and started a migration from Avaya to Interactive Intelligence. The schedule was aggressive and the contact center was apprehensive of the technology. Unfortunately the contact center teams did not have...
Return Analysis
A large catalog company had difficulty justifying projects and IT staff for a contact center technology investment. The financial return appeared obvious, but without hard numbers to support the investment, leadership was...
Team Structure and Support
A distributor of goods entered into their third year with Interactive Intelligence. They were experiencing difficulties implementing upgrades, resolving issues, and managing enhancements to the system. The number of departments, diversities, and silos of operations were causing...
Technical Debt
A large multi-site contact center chose to align their technology investment directly to their value proposition and competitive strategy. The alignment and customizations caused the technical debt to increase at a faster pace...
Upgrade or Migration Readiness
Transitioning or upgrading to a new contact center solution can be an exercise of patience, unknowns, and altered expectations. A number of large contact centers recently experienced...