CUSTOMER CASE STUDY:
Salesforce.com Runs Their Global Customer Support Centers with LiveOps
CHALLENGE:
Salesforce.com needed a new contact center platform to manage their globally distributed contact centers as a single, unified contact center and provide the visibility, reliability, and scalability required to deliver high customer service. The right solution would also seamlessly route complex customer calls to the agent with the best skill set to resolve them, regardless of their location, to boost first-call resolution rates and service levels.
SOLUTION:
After researching their options, salesforce.com chose to deploy the LiveOps On-Demand Contact Center Platform across all of their global customer support centers. The LiveOps platform offered sophisticated functionality, skills-based routing, high reliability, and seamless integration with Service Cloud, salesforce.com’s customer service application. And because LiveOps software runs in the cloud, it could be accessed by users anywhere in the world – so all of their geographically distributed customer support centers could work using a single platform.
BENEFITS:
- High reliability and scalability across all contact center locations
- Ability to manage geographically distributed agent teams as a single, integrated customer support center
- Reduction in average call handling time enabled by CTI
- Improved first call resolution rates enabled by skills-based routing that automatically routes each call to the best available agent
- 100% inbound call recording for more effective quality monitoring
