Consolidation of multiple disparate systems

The Need:

The client had gone through several acquisitions, leading to multiple disparate on-premise systems that were difficult to manage, maintain, and support, and could not adjust to the fast-changing marketplace. The current technology also had stability issues and lacked the ability to add needed digital functionality. With over 3,000 agents across 9 locations, plus 4 BPO outsourced locations, the technology was taking its toll on the business. The key stakeholders knew they needed to move to a unified cloud-based application, but first needed to get the project approved by their C-level suite.

The Solution:

PeakView worked with the client to document current inefficiencies driven by the lack of solid technology, and gathered existing costs. PeakView then developed a 3-year ROI/TCO view for presentation to the C-suite. This work enabled a green light to move forward with the diligence process. PeakView spent several months working with the key stakeholders to document the requirements, which spread across 5 departments and 12 job roles, and based on those findings PeakView wrote the RFP to send to prospective providers. PeakView then spent 9 months helping the client move through the selection process to ultimately choose a provider who could best meet the requirements.

The Result:

The client ultimately chose a provider that that consolidated systems while allowing an open architecture for seamless integration to back-office systems. This has led to significant call connection and call handling efficiencies, while over-achieving on the business case objectives.

Deliver Exceptional Customer Experiences

Our cloud contact center experts can help you manage the selection process and find the best solution for your business.

Let's Talk