Company Background
The client is a mid-size toy manufacturer known around the world for their innovative kids’ products. They have relied on Stratosphere Networks for phone system and contact center solution support for over 15 years.
Business Challenge
The client’s high-volume inbound customer service call center was looking to enhance their customer experience (CX) by leveraging more real-time analytics. Their CRM and call reporting solutions couldn’t provide information about the customer journey. The client wanted to leverage systems to enhance the customer journey and improve routing. They also wanted a platform with better solution management.
Stratosphere Networks Solution
Our trusted technology advisors helped the client evaluate contact center solution options. We narrowed the field to three solutions that aligned with their requirements. Ultimately, they decided to deploy Dialpad for Contact Center as a Service (CCaaS) after considering cost, the interface, and ease of use.
Working with our advisors has considerable advantages for the client, including the following:
- Access to the latest market research data
- Objective and consultative analysis from our advisors considering a wide range of options, as opposed to biased direct sales pitches from reps focused on one brand
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Insights from our research and analytics tools, which are built on Salesforce and leverage artificial intelligence and machine learning to drive informed IT decision-making with the following features:
Interactive quick assessments to evaluate solutions based on the client's needs
Dynamic comparison matrices including vital factors such as security, compliance and market share
Supplier battlecards that include not only strengths but also weaknesses/case studies/video briefings/white papers
Datacenter locator with virtual tours/real-time fiber locator
- Access to our home-grown ROI tools, which quickly determine the total cost of ownership and (in most instances) potential savings from the client's current total spend
- Connections to channel-only solutions from suppliers that the client couldn't have engaged with on their own due to the lack of direct sales teams
- Countless hours saved, as it would have taken the client weeks to assemble all the data that our advisors produced in mere minutes with our advanced tools
- Access to one of our technology demo centers, as noted below
For more information about our trusted advisor services, watch this brief video.
Benefits
With the new contact center solution in place, the client enjoys the following benefits and advantages.
- Cost savings
- Greater flexibility for management
- Intuitive interface
- New historical reporting and real-time dashboard systems
- CRM integration
- Call reporting solution integration and real-time agent and supervisor dashboards
- Omnichannel communications
- Artificial intelligence features, including call transcription
- Improvements to call routing such as skills-based routing and other advanced queuing methods
Ultimately, their contact center agents can deliver better customer experiences (CX) thanks to our advisory services.