Hilti Corporation can now accurately compare performance for contact centers and individual agents, helping to identify needed training and staffing changes.
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It's important to get a health check from a third party, not the same team that designed or operates the system, and we keep getting better and better.- Frank Jensen, Telecommunications Engineer, Hilti Corporation
Challenge
To increase agent productivity and optimize the customer experience.
- Provide consistent contact center experience across more than 30 global contact centers
- Consolidate voice, email, fax, and web interactions on one global platform
- Centralize infrastructure support
Solution
Create a centralized global IT operations and global contact center with Unified Communications.
- Cisco Unified Communications Manager for call processing
- Cisco Unified Contact Center Enterprise and Cisco Unified Customer Voice Portal for routing
- Cisco Unified E-Mail Interaction Manager
Results
Contact center performance has improved, because everyone strives to meet the same set of measurable KPIs.
- Improved contact center performance by measuring common key performance indicators (KPIs)
- Increased agent productivity by five percent
- Helped agents upsell and cross-sell by routing contacts to specialized agents
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