Client Overview
Client Name: Confidential (E-commerce & Healthcare Clients)
Industry: Customer Support, Healthcare, Insurance
Location: Australia-wide
Project Duration: 3 months
Challenges
Inefficient contact handling and long wait times
Lack of CRM integration
No visibility into agent performance and customer experience
Solution
Deployed 8×8 and Cisco Webex Contact Center platforms
Integrated CRMs (Salesforce, Zendesk, Zoho)
Added real-time monitoring, AI-powered analytics, and omnichannel support
Implementation
Multi-channel setup including voice, chat, email, and SMS
Agent onboarding and remote access configuration
Live dashboards and performance reports deployed
Results
32% increase in first-call resolution
Wait times reduced from 3.5 to 1.2 minutes
Enabled WFH setups for 100+ agents
