Use case: Operate a call center operation taking 28,000 calls per day entirely remotely with an at-home agent workforce, while ensuring productivity
Intuitive Solutions was looking to transform their call center beyond brick and mortar operations. The management team realized that in order to handle seasonal business volume and new clients’ requirements, they needed to expand call center resources with at-home agents and eliminate the physical restrictions of on-premise telephony.
Serenova provided Intuitive Solutions with a true zero-footprint contact center with no telephony equipment to deploy.
Increased agent productivity
Agent productivity has improved due to full visibility of agent performance metrics with the use of Serenova’s actionable business insights and real-time monitoring.
Serenova’s zero-footprint, WebRTC telephony solution is significantly reducing the company’s Total Cost of Ownership (TCO) by eliminating on-premise infrastructure and the typical cost associated with a brick and mortar contact center operation.
Improved operational efficiencies
Operational efficiencies improved considerably with web-based administration and the drag-and drop call flow authoring tool that enables managers and operators to dynamically change routing rules in real-time.
The Serenova platform enabled us to expand our contact center to leverage over 500 distributed agents. This was a big win for us to accelerate our business growth. Since deploying, agent productivity has gotten much better due to our new visibility into what they are doing.