Hosted Voice & Contact Center Case Studies
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:
- 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.