Cisco Cisco Unified Contact Center Express 9.0(2) Guida Informativa
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More calls, more donations
Donors now enjoy a consistent quality experience, making them more likely
to donate again in the future.
to donate again in the future.
“Previously we received weekly complaints from donors about poor call
quality,” says Romaine Hunt, associate director, Donor Services. “Since
integrating with Cisco, we have not received any negative feedback and
accepting donations on first contact gives us room to take more calls.”
quality,” says Romaine Hunt, associate director, Donor Services. “Since
integrating with Cisco, we have not received any negative feedback and
accepting donations on first contact gives us room to take more calls.”
Better quality of experience
Agents no longer report dropped calls or poor
voice quality. Instead, they can concentrate on
providing the best service. “It’s a night and day
difference,” says Corriveau.
voice quality. Instead, they can concentrate on
providing the best service. “It’s a night and day
difference,” says Corriveau.
Major efficiency gains
IT and help desk teams spend 75 percent less time troubleshooting and
responding to tickets due to the stability of the new platform.
responding to tickets due to the stability of the new platform.
Keeping donors happy
Robust reporting and the ability to conduct automated phone surveys drive
continuous improvement. “We will now have visibility into the donor journey,”
says Hunt.
continuous improvement. “We will now have visibility into the donor journey,”
says Hunt.
Evolving experiences
SickKids Foundation now has the solutions to support a consolidated
communications infrastructure and offer new options such as web chat.
“We can provide multichannel customer service as we continue to evolve
donor and agent experiences,” says Corriveau.
communications infrastructure and offer new options such as web chat.
“We can provide multichannel customer service as we continue to evolve
donor and agent experiences,” says Corriveau.
• Refreshed network with an integrated set of
Cisco
®
Borderless Networks solutions
• Deployed Cisco Business Edition 6000 with
Cisco Unified Contact Center Express
Solutions
The foundation decided to refresh its network and communications tools.
“The donor experience is critical,” says Corriveau. “These are people who
care about children and are calling to donate their hard-earned money.”
“The donor experience is critical,” says Corriveau. “These are people who
care about children and are calling to donate their hard-earned money.”