Coca-Cola – Another Contact Center In the Cloud
If you wanted to call Coca Cola in the United States, your call would be routed to one of five contact centers, employing more than 1,600 agents.
But recently, the company decided it was time to revamp this important part of its business. Doing so was viewed as a key component in the overall company goal of refranchising its North American market share.
The first challenge was to better integrate its communications configuration across the entire contact center suite, which company executives described as difficult to update and expensive to maintain.
To solve the problem, Coca-Cola did what many enterprise entities have done in recent years – it moved to the cloud.
The objective was to be more flexible and scalable, and to better employ capabilities such as workforce management, quality management and call recording. Since the migration, Coca-Cola has achieved these benefits, while reducing its contact center operating expenditures by 50%.
Still Considering a Move to the Cloud?
Cloud computing is not only ready for the enterprise, it is now the preferable option over traditional on-premise software.
Monet has created a whitepaper that analyzes this topic, at a time when more companies of all sizes and types are exploring their technology options.
Use of cloud applications is increasing rapidly every year, which is not surprising given the array of benefits intrinsic to this service:
- Scalability – Cloud service providers allow clients to increase or decrease existing resources as needed to accommodate changing needs on demand.
- Flexibility – Cloud applications are available from any computer or any device—any time, anywhere. That allows enterprise personnel to be more flexible in and out of the workplace.
- Cost – With a cloud system, larger companies can take advantage of scaled maintenance in a specialized data center, while investing the money saved in capital expense into other aspects of the business.
- Ease of Use – Since the cloud provider manages all updates and upgrades, there are no patches for customers to download or install.
- Security – The cloud offers a much higher grade of security than most internal IT departments.
Monet is always available to help address the concerns of companies considering a cloud solution, and to identify the many ways in which the cloud can benefit your enterprise.
Workforce Optimization Newsletter – October 2018
Wrapping Up Dreamforce 2018 Commitment to Customer Experience Tops Priority List We’re back from a very busy week in San
Workforce Management: Big Benefits for Small Contact Centers
Where is it written that only contact centers with 100 agents or more can benefit from a workforce management solution?