IBM Case Studies Flex Contact Center: Supporting rapid business growth with IBM Connections Cloud and IBM Verse

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	Flex Contact Center: Supporting rapid business growth with IBM Connections Cloud and IBM Verse IBM

Flex Contact Center: Supporting rapid business growth with IBM Connections Cloud and IBM Verse

IBM

Technology Category	Application Infrastructure & Middleware - Data Exchange & Integration Platform as a Service (PaaS) - Connectivity Platforms
Applicable Industries	Professional Service
Applicable Functions	Business Operation
Use Cases	Collaborative Robotics Remote Collaboration
Services	Cloud Planning, Design & Implementation Services
Challenge	Flex Contact Center, a professional services company offering telesales, call-center, anti-attrition, back-office, helpdesk and collection services, has grown rapidly since its establishment in 2009. With operations in 12 sites across two states and four cities in Brazil, the company employs more than 11,000 people. However, the company realized that to prevent barriers to future expansion, it was essential to make it as easy as possible for its people to work together effectively—even if they were based in separate geographical locations. Traditional approaches to collaboration—based on email and phone calls—threatened to reduce productivity. Flex Contact Center wanted to enable better collaboration and communication across its workforce, but did not want to make large investments in infrastructure. Read More
About Customer	Flex Contact Center is a professional services company that was established in Brazil in 2009. The company offers a range of services including telesales, call-center, anti-attrition, back-office, helpdesk and collection services. With operations in 12 sites across two states and four cities in Brazil, the company employs more than 11,000 people. Since its establishment, Flex Contact Center has experienced rapid growth and has become a significant player in the professional services industry in Brazil. The company serves a diverse range of clients, many of whom operate in the financial services industry. Read More
Solution	To tackle the challenge, Flex Contact Center targeted a social approach hosted in the cloud. The aim was to adopt a collaboration platform that would reduce its reliance on email, eliminate the need for costly infrastructure investments, and offer employees faster access to the information they needed to serve customers effectively via an intuitive interface. The company realized that IBM Connections Cloud—a social platform offering integrated email and social business capabilities—would enable it to achieve its goals with a single solution. Delivered through IBM Cloud Marketplace, the solution enables the company to take advantage of enterprise-class features with low upfront costs and minimal complexity. To accelerate the migration of its on-premises environment to IBM Connections Cloud and to meet its compliance and e-discovery needs, Flex Contact Center used IBM Connections Archive Essentials Cloud. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - Data Exchange & Integration

Platform as a Service (PaaS) - Connectivity Platforms

Applicable Industries

Professional Service

Applicable Functions

Business Operation

Use Cases

Collaborative Robotics

Remote Collaboration

Services

Cloud Planning, Design & Implementation Services

Challenge

Flex Contact Center, a professional services company offering telesales, call-center, anti-attrition, back-office, helpdesk and collection services, has grown rapidly since its establishment in 2009. With operations in 12 sites across two states and four cities in Brazil, the company employs more than 11,000 people. However, the company realized that to prevent barriers to future expansion, it was essential to make it as easy as possible for its people to work together effectively—even if they were based in separate geographical locations. Traditional approaches to collaboration—based on email and phone calls—threatened to reduce productivity. Flex Contact Center wanted to enable better collaboration and communication across its workforce, but did not want to make large investments in infrastructure.

About Customer

Flex Contact Center is a professional services company that was established in Brazil in 2009. The company offers a range of services including telesales, call-center, anti-attrition, back-office, helpdesk and collection services. With operations in 12 sites across two states and four cities in Brazil, the company employs more than 11,000 people. Since its establishment, Flex Contact Center has experienced rapid growth and has become a significant player in the professional services industry in Brazil. The company serves a diverse range of clients, many of whom operate in the financial services industry.

Solution

To tackle the challenge, Flex Contact Center targeted a social approach hosted in the cloud. The aim was to adopt a collaboration platform that would reduce its reliance on email, eliminate the need for costly infrastructure investments, and offer employees faster access to the information they needed to serve customers effectively via an intuitive interface. The company realized that IBM Connections Cloud—a social platform offering integrated email and social business capabilities—would enable it to achieve its goals with a single solution. Delivered through IBM Cloud Marketplace, the solution enables the company to take advantage of enterprise-class features with low upfront costs and minimal complexity. To accelerate the migration of its on-premises environment to IBM Connections Cloud and to meet its compliance and e-discovery needs, Flex Contact Center used IBM Connections Archive Essentials Cloud.

Impact #1	By enabling its employees to work together more effectively, the solution is helping Flex Contact Center achieve greater productivity.
Impact #2	The company has dramatically reduced the number of emails it sends, saving time and boosting efficiency.
Impact #3	Because the solution is delivered via the cloud, Flex Contact Center avoids the cost and complexity associated with managing and maintaining an in-house collaboration platform.

Impact #1

By enabling its employees to work together more effectively, the solution is helping Flex Contact Center achieve greater productivity.

Impact #2

The company has dramatically reduced the number of emails it sends, saving time and boosting efficiency.

Impact #3

Because the solution is delivered via the cloud, Flex Contact Center avoids the cost and complexity associated with managing and maintaining an in-house collaboration platform.

Benefit #1	Reduced bandwidth requirements by approximately 25 percent.

Benefit #1

Reduced bandwidth requirements by approximately 25 percent.

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Overview

Flex Contact Center: Supporting rapid business growth with IBM Connections Cloud and IBM Verse

Operational Impact

Quantitative Benefit