Cisco Cisco Unified Contact Center Enterprise 8.0(2) Information Guide
Customer Case Study
© 2010 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information.
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EXECUTIVE SUMMARY
BCC
● Retail
● Schiphol Rijk, Amsterdam, Netherlands
● 1500 employees
● Schiphol Rijk, Amsterdam, Netherlands
● 1500 employees
CHALLENGE
● Provide excellent contact center experience
● Free up salespeople to help customers
● Minimize costs
● Free up salespeople to help customers
● Minimize costs
SOLUTION
● Adopted Cisco Unified Communications,
including Cisco Unified Contact Center
Enterprise
Enterprise
● Engaged Avit Systems for planning, design,
and implementation
RESULTS
● Reduced number of calls to stores by 80
percent
● Improved service to customers in stores
● Simplified internal collaboration
● Simplified internal collaboration
Dutch Retailer Improves Contact Center Service
BCC adopted an IP-based contact center and IP telephony with help from Avit Systems, a Cisco partner.
Challenge
Part of Kesa Electricals, BCC is one of the largest and fastest-growing
consumer electronics retailers in the Netherlands. The company
operates 50 stores and has 1500 employees, and plans to add 30
more stores by 2012.
consumer electronics retailers in the Netherlands. The company
operates 50 stores and has 1500 employees, and plans to add 30
more stores by 2012.
BCC’s motto is “Everyday low pricing, everyday high service.” To meet
both goals at once requires a very cost-efficient customer service
operation. Customers call BCC with questions regarding delivery,
sales, service, and billing. Previously, some customers called the 55-
agent contact center at headquarters, while others called the stores
directly to ask their salesperson. Salespeople had to spend time
looking up the information, which limited the time they could spend with
customers in the store.
both goals at once requires a very cost-efficient customer service
operation. Customers call BCC with questions regarding delivery,
sales, service, and billing. Previously, some customers called the 55-
agent contact center at headquarters, while others called the stores
directly to ask their salesperson. Salespeople had to spend time
looking up the information, which limited the time they could spend with
customers in the store.
When the existing contact center solution reached capacity, BCC had
to decide whether to expand it or look for a new alternative. “We saw
an opportunity to improve service to callers as well as customers in the
to decide whether to expand it or look for a new alternative. “We saw
an opportunity to improve service to callers as well as customers in the
store by centralizing incoming calls and only forwarding calls to individual stores if necessary,” says Marco van
Putten, manager of information and communications technology, BCC.
Putten, manager of information and communications technology, BCC.
BBC also wanted to improve collaboration by making it easier to reach coworkers. Each BCC store had its own
private branch exchange (PBX) system, so calls between stores incurred toll charges. And employees often had to
dial multiple numbers to try to reach mobile coworkers, delaying decision-making.
private branch exchange (PBX) system, so calls between stores incurred toll charges. And employees often had to
dial multiple numbers to try to reach mobile coworkers, delaying decision-making.
Solution
BCC decided to adopt unified communications for the contact center as well as for companywide IP telephony. “Using
the IP network as the platform for communications is simple and cost effective,” says Van Putten. With a centralized
unified communications system, BCC would no longer need to purchase and maintain separate voice systems for
each of its 50 stores. Calls between stores would be toll-free, because they would travel over the IP network. What’s
more, the contact center could scale easily to accommodate more stores and customers.
the IP network as the platform for communications is simple and cost effective,” says Van Putten. With a centralized
unified communications system, BCC would no longer need to purchase and maintain separate voice systems for
each of its 50 stores. Calls between stores would be toll-free, because they would travel over the IP network. What’s
more, the contact center could scale easily to accommodate more stores and customers.
BCC engaged Avit Systems, a Cisco Silver Certified Partner, to recommend and implement a unified communications
solution. Avit recommended Cisco
solution. Avit recommended Cisco
®
Unified Contact Center Enterprise. “The Cisco solution best met BCC’s needs
because of its reliability, feature set, and open interfaces,” says Derk van Lanschot, partner at Avit Systems. The
open interfaces would enable BCC to transform its business processes by enabling employees to view inventory
information from a database on the built-in display of any Cisco Unified IP Phone.
open interfaces would enable BCC to transform its business processes by enabling employees to view inventory
information from a database on the built-in display of any Cisco Unified IP Phone.
Now customers are given a single number to call for any inquiry. Cisco Unified Contact Center Enterprise prompts
them to press a number to indicate the nature of their call, such as sales, service, or billing. Calls are routed to the
first available agent with the necessary skills. If an agent in the preferred skill group is not available, the call is routed
to another agent group, so that customers can always quickly connect with a human. Agents can answer almost all
questions, and only transfer a small percent of calls to stores.
them to press a number to indicate the nature of their call, such as sales, service, or billing. Calls are routed to the
first available agent with the necessary skills. If an agent in the preferred skill group is not available, the call is routed
to another agent group, so that customers can always quickly connect with a human. Agents can answer almost all
questions, and only transfer a small percent of calls to stores.