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1、CustomerCaseStudyContactCenterProviderGrowsRevenuewithCollaborationExecutiveSummaryAfniusesCiscosolutionstodeliver•CustomerName:Afniexceptionalcustomerexperiences.•Industry:BusinessProcessOutsourcingChallenge•Location:Bloomington,IllinoisAfniisacontactcentercompanythathelpsglobaltelecommunications,c
2、able,insurance,•NumberofEmployees:5500andhealthcareservicecompaniesdevelopmeaningfulandprofitablerelationshipswithChallengetheircustomers.Withdomesticandoffshorelocations,theprivately-ownedcompanyoffers24-houroperationswiththegoalofprovidingexceptionalcustomerexperiences.•Refreshlegacycommunications
3、infrastructuretotakeadvantageofAsAfnipreparedtogrowitsbusinessandaddanew500-seatcontactcenterdomesticallyglobalgrowthopportunitiesandlatera1000-seatcenterinthePhilippinestoitsexisting4000agentenvironment,•ImprovequalityandefficiencyofitslegacycommunicationsnetworkandTDMACDsolutionposedscalabilitycon
4、cerns.customerinteractionsThenetworkwaspureautomaticcalldistributor/time-divisionmultiplexing(ACD/TDM),•Scalecosteffectivelyandenablelimitingscalability,anddidnothavesufficientinteractivevoiceresponse(IVR)capabilitiestonewbusinessopportunitiessupportautomation.AstheTDMnetworkreachedcapacity,loadbala
5、ncingbecameatimeSolutionconsuming,monthlyexerciseforoperationsstaff.•DeployedSIP-basedunified“Wewereoutofspace,andwedidn’thaveanygeographicredundancy,”saysMikecommunicationandcontactcentersolutionstocontactcentersSchwermin,executivedirectorofIT,Afni.“Tocontinuetogrowthebusinessefficiently,mitigateri
6、skofdowntime,andremaincompetitivebyembracingnewcapabilitiesbeyond•Integratedinboundandoutboundjustvoice,weneededtotransitiontoaSIP-basedunifiedcommunicationsandcustomervoicewithInternetapplicationscaresolution.”•EquippedemployeeswithintegratedvoiceandvideotoolsSolutionResultsAflexible,scalable,andco
7、mpletecontactcentersolution•IncreasedrevenuebygrowingForthecoreofitsnewinfrastructure,AfniselectedCisco®UnifiedCommunicationsbusinessandofferingnewservicesManager,aunifiedcommunicationscallcontrolplat
