政府机构在新冠肺炎疫情期间成功为公民建立外包呼叫中心
公司规模
1,000+
地区
- America
国家
- United States
产品
- nGeniusONE Service Assurance platform
- NETSCOUT Certified InfiniStreamNG software appliances
- NETSCOUT Certified Packet Flow Operating System software
- PFS Fabric Manager
技术栈
- Cisco Webex platform
- Cisco’s Application Centric Infrastructure (ACI)
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
技术
- 基础设施即服务 (IaaS) - 云计算
- 平台即服务 (PaaS) - 连接平台
用例
- 远程协作
服务
- 云规划/设计/实施服务
- 系统集成
关于客户
该客户是一家全球联络中心服务提供商 (CCSP)，利用遍布全球的众多数据中心设施，为数百家全球客户提供呼叫中心服务。该公司的客户群包括政府、医疗保健、金融服务、通信和旅游休闲行业的全球组织。除了呼叫管理和联络中心服务外，该公司还提供专有的客户互动解决方案，该解决方案考虑了人力、数字和自动化接触点。该公司的总业务支持六大洲超过 350 万美元的每日金融交易，超过 45,000 名客户服务代理致力于帮助 CCSP 获得客户满意度高分。
挑战
这家全球联络中心服务提供商 (CCSP) 的任务是为一家政府机构管理面向客户的下一代 Cisco Webex 平台。由于 COVID-19 疫情的爆发，该机构正在将其统一通信 (UC) 呼叫中心技术平台转换为外包服务模式。疫情导致失业工人和转向远程办公环境的工人数量增加，这加剧了为公民提供不间断远程访问这一关键联邦政府支持计划的需求。CCSP 必须在极短的时间内建立这个新的联络中心平台。
解决方案
CCSP 依赖于经过验证、可立即投入生产的 nGeniusONE 平台，以及熟悉 CCSP 托管运营和思科 Webex UC 平台的 NETSCOUT 主题专家。CCSP 使用了已集成到为所有新客户建立的标准部署模型中的 NETSCOUT 实施，其中包括 nGeniusONE，为 UC&C、应用程序、网络服务以及下一代云和虚拟平台提供实时性能分析。使用了 NETSCOUT 认证的 InfiniStreamNG (ISNG) 软件设备，为在 UCaaS 环境中运行的新部署的思科 Webex UC 架构提供智能可视性。使用了经过认证的数据包流交换机 5110 的数据包流操作系统 (PFOS) 软件，它通过监控逻辑和物理连接来支持思科 ACI SDN 环境中的高性能。
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
Premium Appliance Producer Innovates with Internet of Everything
Sub-Zero faced the largest product launch in the company’s history:It wanted to launch 60 new products as scheduled while simultaneously opening a new “greenfield” production facility, yet still adhering to stringent quality requirements and manage issues from new supply-chain partners. A the same time, it wanted to increase staff productivity time and collaboration while reducing travel and costs.
Case Study
Aerospace & Defense Case Study Airbus
For the development of its new wide-body aircraft, Airbus needed to ensure quality and consistency across all internal and external stakeholders. Airbus had many challenges including a very aggressive development schedule and the need to ramp up production quickly to satisfy their delivery commitments. The lack of communication extended design time and introduced errors that drove up costs.
Case Study
Porsche Announces Augmented Reality at Scale, Powered by Atheer
The usual practice for car repairs at a Porsche car dealership is to have a factory representative or regional engineer visit to help diagnose the problem, and sometimes a faulty assembly is shipped back to company HQ for damage analysis. All that costs time and money for customers and dealers alike.
Case Study
Covisint Improves Mitsubishi's Collaboration With Its Supply Chain
Mitsubishi sought to improve supplier relationships on a global basis and to offer an easy-to-use solution to interact with them. In August 2004, Mitsubishi selected Covisint’s platform to help improve sharing of information and collaborative business processes with its global suppliers. Covisint enabled Mitsubishi to provide its suppliers with immediate access to information and applications to obtain more collaborative working relationships
Case Study
Beer Distributor Improves Security, Shipping Capacity, and Service
Enjoy a beer on the upper Texas Gulf Coast, and you can probably thank Del Papa Distributing Company. Founded more than a century ago, the company today distributes 10 million cases of beer annually, from 30 suppliers. More than 375 employees work at headquarters in Texas City and two other distribution centers. The family-owned company has a simple aim: to be a great beer distribution company. So when Del Papa set out to build a new 27-acre headquarters, company leaders thought about how technology could contribute to its greatness. “We wanted the new distribution center to have a single, secure network we could use for physical security, communications, collaboration, and even monitoring the temperature of our inventory,” says Steve Holtsclaw, Manager of Information Systems for Del Papa. The old building, in contrast, had separate networks for voice, data, video, and physical security. Separate networks were expensive and got in the way of business. For example, personnel could only monitor video surveillance cameras from certain workstations. And Wi-Fi performance in the warehouse area wasn’t reliable enough for the voice-activated order-picking system.
Case Study
Aruba Cuts the Core with Microsoft Lync
Aruba's IT team purchased a telephony system which is going end-of-life and this would become a bottleneck to growth. While they began investigating modern PBX systems, they were also considering put their own Wi-Fi infrastructure to work by adopting a Unified Communications and Collaboration solution.
