Intelepeer > Case Studies > Full-Service Customer Engagement Center Achieves Cost Savings by Transitioning from Cumbersome Legacy Equipment to Atmosphere®

Full-Service Customer Engagement Center Achieves Cost Savings by Transitioning from Cumbersome Legacy Equipment to Atmosphere®

Company Size

200-1,000

Region

America

Country

United States

Product

Atmosphere®
Atmosphere® ACD
Atmosphere® VPD
Atmosphere® IVR
Atmosphere® Call Routing

Tech Stack

Cloud-based services
API-based multi-tenant architecture

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Cost Savings
Customer Satisfaction

Technology Category

Application Infrastructure & Middleware - API Integration & Management
Platform as a Service (PaaS) - Connectivity Platforms

Applicable Industries

Telecommunications

Services

Cloud Planning, Design & Implementation Services
System Integration

About The Customer

Argo Marketing Group is a full-service customer engagement center that provides services like direct-response sales and customer engagement support. The company started as a campaign management firm in 2003, handling contact centers around the world. By 2008, they had purchased a 100 seat call center, shifting their focus from campaign management to providing coordinated services in-house. Today, Argo has more than 500 employees across three geographic regions in Maine, providing 24/7 care to domestic and international customers through phone support, e-mail, social media, text, and live chat. The company has been recognized as one of INC magazine’s fastest-growing companies three years in a row.

The Challenge

Argo Marketing Group, a campaign management firm, shifted its focus to coordinated services like direct-response sales and customer engagement support in-house. As the company grew, it needed a flexible and scalable solution that avoided costly legacy systems while remaining cost-effective. The company also needed to test new development opportunities while proving effectiveness and ROI to potential new clients. Argo had clients who needed multiple contact centers to handle massive amounts of inbound calls across carriers and time zones. The company needed to understand what its 500+ employees were doing at any given time to increase efficiencies and to offer a “one stop shop” to clients without taking on costly legacy equipment.

The Solution

Argo chose Atmosphere® for its 100% cloud-based solution that provided the scalability and flexibility needed to support a growing and evolving customer base. In its early days as a campaign management firm, Argo had clients who needed multiple contact centers to handle massive amounts of inbound calls across carriers and time zones. The Atmosphere® team was able to provide a cloud-based service to make this happen - something no one else at the time was able to do. As Argo grew, the Atmosphere® services allowed Argo to seamlessly integrate IVR and live agent solutions under one umbrella, creating a one-stop shop, while also generating employee performance metrics for internal review. When Argo decided to transition to a full-service call center, the Atmosphere® team was able to get them fully operational in three weeks through their virtual automatic call distributor [Atmosphere].

Operational Impact

Argo is better able to handle multiple medium interactions with consumers through integrated email, chat, social media, and live agents.
The Atmosphere® team has helped keep Argo cost-efficient as they have continued to grow and provide new communication platforms to their clients.
Atmosphere® delivers contact center efficiency and management through industry-leading solutions, including interactive voice response (IVR), cloud routing, virtual automated call distributor (VACD) and predictive dialing services.
Atmosphere® provides total visibility through real-time metrics for agent productivity, service level, and network performance.

Quantitative Benefit