通过云端实现联络中心控制、可视性和效率
公司规模
Large Corporate
地区
- America
国家
- United States
产品
- Cisco Customer Journey Platform
技术栈
- Cloud Computing
- Real-time Data Analytics
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Cost Savings
技术
- 基础设施即服务 (IaaS) - 云计算
适用行业
- 零售
适用功能
- 销售与市场营销
- 商业运营
服务
- 云规划/设计/实施服务
- 数据科学服务
关于客户
Office Depot, Inc. 是一家领先的商业服务和用品、产品和技术解决方案提供商，通过其完全集成的全渠道平台，为小型、中型和大型企业提供约 1,400 家商店、在线业务以及专门的销售专业人员和技术人员。通过其旗舰品牌 Office Depot®、OfficeMax®、CompuCom® 和 Grand&Toy®，该公司为客户提供所需的工具和资源，让他们专注于创业、发展和经营业务的热情。该公司年销售额超过 100 亿美元，拥有约 45,000 名员工，为 56 个国家的消费者和企业提供服务。该公司在四大洲的 34 个站点拥有 3,000 多名联系中心代理。
挑战
由于全球环境复杂，且资源部署在全球多个地点，Office Depot, Inc. 在通过其联络中心提供一致的客户体验方面面临挑战。由于他们之前的应用程序部署在本地，因此缺乏对运营的集中可视性和透明度。总部在全球范围内管理和控制绩效是一项挑战。Office Depot, Inc. 有多个联络中心站点：一些在内部，另一些在合作伙伴站点。站点、团队和代理绩效管理是分布式的。一些站点使用 Office Depot, Inc. 联络中心系统并通过它们报告其绩效。其他站点由合作伙伴经理独立管理，他们有自己的系统和绩效报告程序。这导致站点之间的绩效和客户体验不一致。
解决方案
Office Depot, Inc. 使用 Cisco Customer Journey Platform 将本地呼叫中心设备迁移到云端，整合了全球所有排队、路由、记录、监控和报告活动。该平台将这些要求的应用功能与语音媒体本身分开，为 Office Depot, Inc. 提供了在不同站点使用语音运营商和设备的灵活性，包括重新设计语音网络。它还允许业务部门管理应用功能，以便 IT 部门专注于运营商和电话设备。该公司建立了一个最先进的指挥中心，其中包括多个数字显示器，详细显示每个中心的来电以及关键指标，例如呼叫等待时间、放弃呼叫以及每个站点登录和接听电话的代理人数。指挥中心操作员每天 24 小时管理中心以监控运营情况。每个站点和合作伙伴都可以使用相同的数据，因此全球每个人都在使用相同的信息。
运营影响
数量效益
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