Hosted Voice & Contact Center Case Studies

Contact Center
Challenge: Our travel agency client was growing by acquisition around the globe and needed a world class contact center solution to support their 1200 agents. Being agile and nimble, while having solid voice quality to handle world class customer support, was crucial. Their current systems were disparate across markets. They had attempted to unify voice through a large global hosted VOIP provider, but the solution was not robust, did not offer ease of use for MACS, and was not easy to deploy. They also had major issues around email management for all of their agents that was not being addressed.

Solution: BlueSky worked with our client to perform an extensive RFP with select providers based on their requirements. We aligned a decision matrix to include costs, features, SLA’s, historic performance, and contracts with the data provided and meetings attended, and assisted to narrow down a winner.

Result: The client was in a position to scale their business with the following features:

  • ACD
  • Intelligent call routing
  • Self Service IVR
  • CRM Integration
  • Tools for email management
  • Collaborative tools to manage data
  • Administrative report

Impact: Client was able to increase their sales revenue and customer base by 27 percent in 24 months. They have the ability to scale as needed with demand. They also improved their customer experience, which resulted in a decrease of churn by 10%.

Hosted Voice Solution

Challenge:  In Houston, Texas in 2017, the city experienced one of our greatest disasters ever recorded named hurricane Harvey. There were business owners who had not seriously considered the impact of having no communication with either their employees and /or customers up to the event. Harvey cost billions of dollars in downtime. Specifically, for a large global property management company with headquarters in Houston, their premise based phone system had some call forwarding features, but their 500 employees were basically in the dark.

Solution: BlueSky worked with the CIO and IT team to investigate options to go to the cloud. Besides the obvious business continuity requirement, the client wanted options for mobility, collaboration and contact center. Also, with their sales agents using their cell phone for 90% of calls, it was important to capture this data by using a company owned DID. BlueSky worked to select the solution and vendor, make the ROI positive and contract terms favorable. We also hand-held the implementation process with our PM’s, and used our field service techs to help with the installation of the new phones.

Impact:  Client can work mobile and have the same experience as if in the office. There is increased departmental functionality with the collaborative tools for IM and desktop sharing, thus cutting cost on 2 -3 other vendor solutions. And, call routing and business continuity are in place so that no money is not lost when another outage happens.