Use case: Rapidly deploy a virtual contact center across multiple locations while saving IT resources and reducing infrastructure requirements
With operations in five continents and distributed in 89 cities, LesConcierges had apprehension about whether their existing on-premise contact center solution could meet global requirements and provide the necessary features to accommodate the unique needs of their customers—all while being cost efficient and supporting their rapid growth.
LesConcierges successfully achieved amazing speed to market without compromise on quality for new client contracts— deploying over one hundred toll-free applica-tions in the United States within the first month, and on-boarding more than 100 new agents and 227 international toll-free numbers across two offices in 15 days.
Reduction in customer service costs
LesConcierges estimates their cost savings compared to an on-premise solution was around $1.2 million in the first year.
Reduction in time to scale
With Serenova, LesConcierges on-boarded more than 100 new agents and 227 international toll-free numbers across two offices in 15 days.
Improved customer interactions
Serenova’s platform allows LesConcierges agents instant visibility into customer information, automatic case recognition, and full activity history, regardless of what channel the customer uses for their interaction.
LesConcierges’ contact center operation was significantly enhanced with the elimination of systems integration and maintenance.