Cisco Cisco Unified Contact Center Express 10.6(1) Information Guide
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SickKids Foundation is the largest charitable funder of child health research,
learning, and care in Canada after the government. The foundation’s contact
centre helps raise funds on behalf of The Hospital for Sick Children (also known
as SickKids), receiving contributions from more than 232,000 donors annually.
learning, and care in Canada after the government. The foundation’s contact
centre helps raise funds on behalf of The Hospital for Sick Children (also known
as SickKids), receiving contributions from more than 232,000 donors annually.
The foundation’s aging network and phone system were unable to keep up with
its needs, resulting in poor voice quality, dropped calls, and downtime. Contact
centre agents were unhappy at how hard it was to provide great service. There
were also concerns about how network and system disruptions may have
impacted donations.
its needs, resulting in poor voice quality, dropped calls, and downtime. Contact
centre agents were unhappy at how hard it was to provide great service. There
were also concerns about how network and system disruptions may have
impacted donations.
“Outages were frequent and troubleshooting was difficult,” says Corriveau,
associate director, Technology Services. “We tried using a cloud-based solution,
but that wasn’t ideal because of poor support and lack of integration.”
associate director, Technology Services. “We tried using a cloud-based solution,
but that wasn’t ideal because of poor support and lack of integration.”
SickKids Foundation improves the donor experience
and increases efficiency by equipping contact centre
with a scalable network and unified communications.
“
By improving collaboration and efficiency, we’re able to raise
more funds to help more sick kids.
more funds to help more sick kids.
”
- Seth Corriveau, Associate Director, Technology Services, SickKids Foundation
A donation to charity is a generous gift. If your experience during the process
is lengthy or cumbersome, would you think twice about donating to that
organization again?
is lengthy or cumbersome, would you think twice about donating to that
organization again?
Size: 170 Employees
Location: Toronto, Ontario
Industry: Nonprofit
• Ensure high-quality experiences for donors
and agents
• Improve first-contact resolution with donors
• Measure donor experience with surveys and
• Measure donor experience with surveys and
reports
Challenges