Contact Center Control, Visibility, and Efficiency from the Cloud
Company Size
1,000+
Region
- America
Country
- United States
Product
- Cisco Customer Journey Platform
Tech Stack
- Cloud Computing
- Real-time Data Analytics
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Customer Satisfaction
Technology Category
- Analytics & Modeling - Real Time Analytics
- Infrastructure as a Service (IaaS) - Cloud Computing
Applicable Industries
- Retail
Applicable Functions
- Business Operation
- Sales & Marketing
Services
- Cloud Planning, Design & Implementation Services
- Data Science Services
About The Customer
Office Depot, Inc. is a leading provider of business services and supplies, products, and technology solutions through its fully integrated omnichannel platform of approximately 1,400 stores, online presence, and dedicated sales professionals and technicians to small, medium, and enterprise businesses. Through its banner brands Office Depot®, OfficeMax®, CompuCom®, and Grand&Toy®, the company offers its customers the tools and resources they need to focus on their passion of starting, growing, and running their business. The company has annual sales of more than $10 billion, employs approximately 45,000 associates, and serves consumers and businesses in 56 countries. The company operates more than 3,000 contact center agents across 34 sites on 4 continents.
The Challenge
Office Depot, Inc. was facing challenges in delivering a consistent customer experience through their contact center due to the complex global environment and resources deployed across multiple locations around the world. With their previous applications deployed on premises, they lacked central visibility and transparency over operations. It was a challenge for headquarters to manage and control performance globally. Office Depot, Inc. had multiple contact center sites: some in-house and others at partner sites. Site, team, and agent performance management was distributed. Some sites used Office Depot, Inc. contact center systems and reported their performance through them. Others were managed independently by partner managers with their own systems and performance reporting procedures. This resulted in inconsistent performance and customer experiences from site to site.
The Solution
Office Depot, Inc. consolidated all queuing, routing, recording, monitoring, and reporting activities globally by moving from on-premises call center equipment to the cloud using the Cisco Customer Journey Platform. This platform separated the application functions of these requirements from the voice media itself, offering Office Depot, Inc. flexibility in terms of the voice carriers and equipment it used, from site to site, including a redesign of the voice network. It also allowed the business side to manage the application functions so IT could focus on carriers and phone equipment. The company built a state-of-the-art command center including several digital displays that detail the calls coming into each center and key metrics such as call wait times, abandoned calls, and the number of agents logged in and on calls at each site. Command center operators manage the center 24 hours a day to monitor operations. The same data is available to each site and partner, so everyone is working with the same information worldwide.
Operational Impact
Quantitative Benefit
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