Flex Contact Center：借助 IBM Connections Cloud 和 IBM Verse 支持业务快速增长
公司规模
1,000+
地区
- America
国家
- Brazil
产品
- IBM Connections Cloud S1
- IBM SmartCloud Notes
- IBM Connections Archive Essentials Cloud
- IBM Verse
技术栈
- Cloud Computing
- Social Business Capabilities
- Email Archiving
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
技术
- 应用基础设施与中间件 - 数据交换与集成
- 平台即服务 (PaaS) - 连接平台
适用行业
- Professional Service
适用功能
- 商业运营
用例
- 协作机器人
- 远程协作
服务
- 云规划/设计/实施服务
关于客户
Flex Contact Center 是一家专业服务公司，成立于 2009 年，总部位于巴西。该公司提供一系列服务，包括电话销售、呼叫中心、防流失、后台、服务台和催收服务。该公司在巴西两个州和四个城市设有 12 个办事处，拥有 11,000 多名员工。自成立以来，Flex Contact Center 经历了快速发展，已成为巴西专业服务行业的重要参与者。该公司为各种各样的客户提供服务，其中许多客户从事金融服务行业。
挑战
Flex Contact Center 是一家专业服务公司，提供电话销售、呼叫中心、防流失、后台、帮助台和催收服务，自 2009 年成立以来发展迅速。该公司在巴西两个州和四个城市的 12 个地点开展业务，拥有 11,000 多名员工。然而，该公司意识到，为了避免未来扩张的障碍，必须让员工尽可能轻松地有效合作 - 即使他们身处不同的地理位置。传统的协作方式 - 基于电子邮件和电话 - 可能会降低生产力。Flex Contact Center 希望在其员工队伍中实现更好的协作和沟通，但又不想在基础设施上投入大量资金。
解决方案
为了应对这一挑战，Flex Contact Center 选择了托管在云中的社交方法。其目标是采用一个协作平台，以减少对电子邮件的依赖，消除对昂贵的基础设施投资的需求，并通过直观的界面让员工更快地访问他们所需的信息，从而有效地为客户提供服务。该公司意识到，IBM Connections Cloud（一个提供集成电子邮件和社交业务功能的社交平台）将使其能够通过单一解决方案实现其目标。该解决方案通过 IBM Cloud Marketplace 交付，使该公司能够以较低的前期成本和最小的复杂性利用企业级功能。为了加速其内部环境向 IBM Connections Cloud 的迁移并满足其合规性和电子发现需求，Flex Contact Center 使用了 IBM Connections Archive Essentials Cloud。
运营影响
数量效益
Case Study missing?
Start adding your own!
Register with your work email and create a new case study profile for your business.
相关案例.
Case Study
UBM plc: Taking the pulse of the business and engaging employees with a far-reaching strategic transformation
UBM, a leading global events business, was undergoing a significant strategic transformation named 'Events First'. As part of this transformation, the company was preparing to complete the largest acquisition in its history - Advanstar, a US-based events and marketing services business valued at more than USD970m. The company faced the risk of human capital flight if it was unable to effectively engage top talent with the new strategic direction. UBM needed to make significant structural, process and systems changes, uniting its previously autonomous regional businesses. The challenge was to ensure all of its employees were engaged and aligned with the new future vision.
Case Study
Wittmann EDV-Systeme launches IT monitoring services
Small and medium-sized businesses often lack the know-how and resources required for thorough IT system monitoring. Wittmann EDV-Systeme wanted to launch a solution to plug the gap – enabling it to improve its own competitiveness and that of its customers. IT landscapes are becoming ever more complex and outsourcing is gaining popularity, IT systems must nonetheless remain easy-to-use and extremely reliable at all times. Automated, round-the-clock system monitoring therefore represents an immensely valuable proposition for companies: downtime for business-critical applications can be avoided, and IT systems remain available at all times.
Case Study
Uncovering behavioral insight to help reward and retain the best employees
The HR services company, an IBM client, was facing the challenge of understanding the factors underlying personal employment choices. They wanted to offer their clients unprecedented insight into what motivates employees and prospective job candidates. However, their existing systems were not capable of handling the surging data volumes collected from a wide range of different data sources. With the total volume likely to keep on growing, the firm looked for a solution that could meet current needs and scale to meet tomorrow’s demands.
Case Study
Infosys achieves a 5–7 percent effort reduction across projects
Infosys, a global leader in consulting, technology, and outsourcing solutions, was facing significant challenges in application development and maintenance due to its distributed teams, changing business priorities and the need to stay in alignment with customer needs. The company used a mix of open source, home-grown and third-party applications to support application development projects. However, challenges resulting from distributed teams using manual processes increased as the company grew. It became more and more important for Infosys to execute its projects efficiently, so they could improve quality, reduce defects and minimize delays.
Case Study
PureFluent: Connecting to partners and customers through the cloud for enhanced productivity
PureFluent, a translation services company, was facing challenges in managing its translation and document review processes. The company often received files in uneditable formats from customers, which required staff members to transfer text to word processing or spreadsheet documents. During the translation process, maintaining version control was a challenge because PureFluent sent work to hundreds of translators in multiple geographic locations. It was also time-consuming for staff to manage the large volume of emails and FTP transactions required to submit translations for customer review and ensure the integration of requested changes. Furthermore, staff were spending significant time hunting through their emails for specific attachments.
Case Study
IBM social business software connects and empowers employees for competitive advantage
Superior Group, a company providing workforce productivity solutions, found that its employees worldwide felt disconnected from headquarters, regional offices and each other due to outdated internal communication and collaboration tools. The company's intranet had become a top-down affair with little staff involvement, and employees lacked effective tools for anywhere/anytime communications. Those working remotely had limited access to co-workers and company apps. The main method of collaboration was inefficient email, challenging IT staff to manage a growing store of attachments. These factors inhibited the company from achieving its productivity goals.
