A Contact Center That Creates an
Exceptional Customer Experience

Business communication case study: Customer Direct

Founded in 1997, Customer Direct is a privately held, St. Louis, Missouri-based business process outsourcing (BPO) company that provides multichannel, multilingual, live-agent reservations, customer care, and technical and backoffice support. Its 350+ onsite agents— and growing stable of work-from-home talent—deliver this support 24/7/365 via phone, email, chat, postal mail, and social media for a number of industries, including hospitality, publishing, healthcare, IT, and e-commerce.

With Vonage®, I felt like these were people who we could trust and who we’d want to work with, and the postdeployment support has been outstanding. Vonage has completely changed our whole business model.

Rob Nolan, CEO, Customer Direct

Challenge

Having held steady at under five percent since July 2015, the St. Louis metro area’s unemployment rate was severely restricting Customer Direct’s pool of available talent. While the company’s leaders recognized that the solution was to support a virtual workforce, the limited capabilities of the organization’s disparate, on-premises PBX systems made that approach unfeasible. Further, these legacy systems did nothing to optimize the efficiency of the company’s workforce or its IT staff, ensure business continuity and disaster recovery, or help Customer Direct win new contracts with clients whose customer groups demand a variety of communication channels. And with the organization’s multiple PRI lines, underutilized MPLS network, and other bandwidth-capacity issues continually preventing Customer Direct from delivering a superior customer service experience, the company’s leaders believed that their communications platform was a major inhibitor in the organization’s growth.

To increase the value of its business proposition to new and existing clients and enable growth once again, Customer Direct needed much more than an upgraded communications platform that ensured voice quality—the mere table stakes of all leading platforms. It needed a communications partner, one who could provide a range of consultancy services, aggregate and implement a variety of cloud technologies, and fully support the new solution long after its deployment.

Solution

Customer Direct chose Vonage for the completeness of its enterprise-grade UCaaS cloud platform, advanced omnichannel contact center product suite, and award-winning SD-WAN product. The solutions empowered Customer Direct to scale its virtual workforce from 20 to 80 percent, revitalize the company’s growth, optimize its IT staff, deliver a more competitive offering, bolster the quality of its customer interactions and MPLS network’s performance, ensure business continuity and disaster recovery, and produce a truly unified communications experience that’s driving the organization’s brand and improving its business outcomes.

Results

Enhancing Recruitment, Customer Service, and Operations
The cloud-based Vonage Enterprise UCaaS platform supercharges Customer Direct’s growth—without increasing its brick-and-mortar footprint—by enabling the company to leverage previously inaccessible labor markets and implement a strategy to double its international workforce by spring 2019, provide its clients a full-featured contact center solution that integrates the traditional voice call center with chat and email, and equip its supervisors with a consolidated management console (i.e., “a single pane of glass”) for monitoring and reporting on the voice, chat, and email activities of the organization’s agents.

Improving the Customer—and Agent—Experience
Vonage CX Cloud gives Customer Direct’s supervisors the ability to gauge the quality of their agents’ customer interactions, “whisper” directions that only their agents can hear, and more. The solution’s automatic call distribution (ACD) functionality intelligently routes calls based on agent expertise, while its interactive voice response (IVR) system gives customers access to self-service, voice, chat, and email options and/or live agents for real-time assistance. Plus, the solution’s workforce management features’ rules-based technology facilitates efficient “shift bidding,” which fosters a flexible work environment—and has reduced the company’s agent churn by 25 percent—by allowing agents to trade shifts among themselves with little to no supervisor intervention.

Boosting an Existing MPLS Network’s Quality of Service (QoS)
Vonage’s SD-WAN solution, SmartWAN, provides Customer Direct with elevated QoS and exceptional levels of uptime, more bandwidth at a lower cost over the company’s MPLS network and public internet connection, full voice prioritization, real-time stateful failover capability (i.e., in the event of a primary broadband connection failure, all calls are diverted to a secondary broadband connection—in real time—and remain in progress), and more.

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