Cisco Case Studies Contact Center Control, Visibility, and Efficiency from the Cloud

	Contact Center Control, Visibility, and Efficiency from the Cloud Cisco

Contact Center Control, Visibility, and Efficiency from the Cloud

Cisco

Technology Category	Analytics & Modeling - Real Time Analytics Infrastructure as a Service (IaaS) - Cloud Computing
Applicable Industries	Retail
Applicable Functions	Business Operation Sales & Marketing
Services	Cloud Planning, Design & Implementation Services Data Science Services
Challenge	Office Depot, Inc. was facing challenges in delivering a consistent customer experience through their contact center due to the complex global environment and resources deployed across multiple locations around the world. With their previous applications deployed on premises, they lacked central visibility and transparency over operations. It was a challenge for headquarters to manage and control performance globally. Office Depot, Inc. had multiple contact center sites: some in-house and others at partner sites. Site, team, and agent performance management was distributed. Some sites used Office Depot, Inc. contact center systems and reported their performance through them. Others were managed independently by partner managers with their own systems and performance reporting procedures. This resulted in inconsistent performance and customer experiences from site to site. Read More
About Customer	Office Depot, Inc. is a leading provider of business services and supplies, products, and technology solutions through its fully integrated omnichannel platform of approximately 1,400 stores, online presence, and dedicated sales professionals and technicians to small, medium, and enterprise businesses. Through its banner brands Office Depot®, OfficeMax®, CompuCom®, and Grand&Toy®, the company offers its customers the tools and resources they need to focus on their passion of starting, growing, and running their business. The company has annual sales of more than $10 billion, employs approximately 45,000 associates, and serves consumers and businesses in 56 countries. The company operates more than 3,000 contact center agents across 34 sites on 4 continents. Read More
Solution	Office Depot, Inc. consolidated all queuing, routing, recording, monitoring, and reporting activities globally by moving from on-premises call center equipment to the cloud using the Cisco Customer Journey Platform. This platform separated the application functions of these requirements from the voice media itself, offering Office Depot, Inc. flexibility in terms of the voice carriers and equipment it used, from site to site, including a redesign of the voice network. It also allowed the business side to manage the application functions so IT could focus on carriers and phone equipment. The company built a state-of-the-art command center including several digital displays that detail the calls coming into each center and key metrics such as call wait times, abandoned calls, and the number of agents logged in and on calls at each site. Command center operators manage the center 24 hours a day to monitor operations. The same data is available to each site and partner, so everyone is working with the same information worldwide. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Real Time Analytics

Infrastructure as a Service (IaaS) - Cloud Computing

Applicable Industries

Retail

Applicable Functions

Business Operation

Sales & Marketing

Services

Cloud Planning, Design & Implementation Services

Data Science Services

Challenge

Office Depot, Inc. was facing challenges in delivering a consistent customer experience through their contact center due to the complex global environment and resources deployed across multiple locations around the world. With their previous applications deployed on premises, they lacked central visibility and transparency over operations. It was a challenge for headquarters to manage and control performance globally. Office Depot, Inc. had multiple contact center sites: some in-house and others at partner sites. Site, team, and agent performance management was distributed. Some sites used Office Depot, Inc. contact center systems and reported their performance through them. Others were managed independently by partner managers with their own systems and performance reporting procedures. This resulted in inconsistent performance and customer experiences from site to site.

About Customer

Office Depot, Inc. is a leading provider of business services and supplies, products, and technology solutions through its fully integrated omnichannel platform of approximately 1,400 stores, online presence, and dedicated sales professionals and technicians to small, medium, and enterprise businesses. Through its banner brands Office Depot®, OfficeMax®, CompuCom®, and Grand&Toy®, the company offers its customers the tools and resources they need to focus on their passion of starting, growing, and running their business. The company has annual sales of more than $10 billion, employs approximately 45,000 associates, and serves consumers and businesses in 56 countries. The company operates more than 3,000 contact center agents across 34 sites on 4 continents.

Solution

Office Depot, Inc. consolidated all queuing, routing, recording, monitoring, and reporting activities globally by moving from on-premises call center equipment to the cloud using the Cisco Customer Journey Platform. This platform separated the application functions of these requirements from the voice media itself, offering Office Depot, Inc. flexibility in terms of the voice carriers and equipment it used, from site to site, including a redesign of the voice network. It also allowed the business side to manage the application functions so IT could focus on carriers and phone equipment. The company built a state-of-the-art command center including several digital displays that detail the calls coming into each center and key metrics such as call wait times, abandoned calls, and the number of agents logged in and on calls at each site. Command center operators manage the center 24 hours a day to monitor operations. The same data is available to each site and partner, so everyone is working with the same information worldwide.

Impact #1	Office Depot, Inc. now operates in more advanced ways than the typical contact center, a beneficial outcome for the company’s profit and its customers.
Impact #2	The company implemented a centralized, global solution that empowers the business to perform better on many levels, including reduction in customer wait times, improvements in service quality, and enhanced customer experiences.
Impact #3	The real-time data and analytics of the Customer Journey Platform allowed Office Depot, Inc. to expand service operations while realizing significant annual cost savings through performance optimization.

Impact #1

Office Depot, Inc. now operates in more advanced ways than the typical contact center, a beneficial outcome for the company’s profit and its customers.

Impact #2

The company implemented a centralized, global solution that empowers the business to perform better on many levels, including reduction in customer wait times, improvements in service quality, and enhanced customer experiences.

Impact #3

The real-time data and analytics of the Customer Journey Platform allowed Office Depot, Inc. to expand service operations while realizing significant annual cost savings through performance optimization.

Benefit #1	Lowered average speed of answer from 30 to 40 seconds to 10 seconds
Benefit #2	Lowered call abandons from 3 to 4 percent to less than 1 percent
Benefit #3	Achieved significant cost savings and performance improvement

Benefit #1

Lowered average speed of answer from 30 to 40 seconds to 10 seconds

Benefit #2

Lowered call abandons from 3 to 4 percent to less than 1 percent

Benefit #3

Achieved significant cost savings and performance improvement

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Overview

Contact Center Control, Visibility, and Efficiency from the Cloud

Operational Impact

Quantitative Benefit