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improving exceptional management in the contact centre

C3i, a multi-channel consumer engagement features (BPO) issuer, is an corporation that helps eighty% of the realm’s properly 20 pharmaceutical agencies, moreover a hundred seventy five corporations across assorted industries. Headquartered in Horsham and Pennsylvania, C3i reviews to its mum or dad enterprise, HCL, a pacesetter within the know-how outsourcing trade primarily based in India.

This enterprise has been a tier one client of Enghouse Interactive for the past two decades and became liable to loss (“crimson”) for the previous four years. The enterprise deliberate emigrate from Enghouse CCE edition eight.0 to Avaya Oceana Contact middle.

What did we do about it?

Kai Kaufmann (VP of R&D) initiated a resumption of discussions between the consumer and our income and features teams to address issues around their legacy platform. He had worked with Enghouse because C3i became a customer, so he had cultivated a robust company relationship with key stakeholders. That, coupled along with his deep talents of CCE, telephony as well because the C3i platform and environment, made him a key player in rebuilding our relationship with them.

Kaufmann initiated a name with C3i and convened a couple of EIA stakeholders to participate: Aaron Jenkins (VP of features), Buster Hansen (Director of options Engineering) and Michael Scouten (Director of customer Success). Scouten install weekly calls with our account champion at C3i, Michael Baker, and engaged Ray Chronister (options Architect) on the CCE journey, as well as QMS SME and demo professional, Allan Reizman (options Engineer).

With the client in intellect

the relationship between EIA and C3i step by step enhanced until a new agreement grew to become a opportunity. by means of sensing what became most essential to the customer, together with finding cost in the top rate the consumer would pay, Scouten turned into in a position to determine the correct product choices, pricing fashions and deal structure that might no longer simplest serve the consumer’s wants but would offer unparalleled cost for bettering first-rate management within the contact centre.

additionally, due to his wide trade skills of the market necessities involving the commercial facet of the deal, Rudy Heezen (VP earnings) helped Scouten successfully navigate the lengthy and sometimes complicated process of negotiating the C3i acquisition.

After greater than 17 months of protracted negotiations, painstaking work and numerous calls, and even some Friday nights, the deal closed, and Scouten and Heezen closed the take care of C3i on Friday, 7 can also 2021.

Our profitable value proposition

We gained this deal on two fronts:

First, we concentrated on improving satisfactory administration in the contact centre. Our on-premises CCE contact centre equipment included a multi-channel QMS (our name recording and pleasant administration solution) that allowed them to listing SMS, chat and electronic mail with different new points covered in the CCE package.

despite the fact we tried to flow C3i to the inner most cloud (hosted CCE), they decided to continue to be on-premises for protection explanations, principally due to the incredibly delicate statistics of their pharmaceutical clients. furthermore, on-premises permits them to have maximum flexibility (because of their potential to control customized construction) in how they respond to RFPs when making an attempt to acquire new shoppers.

although this functionality turned into no longer materially distinctive from that offered with the aid of Avaya Oceana, CCE’s open standards appealed to them, as this gave them more handle to develop, effectively, their own customisations using their in-house construction operations team.

2nd, the strength of our relationship played a crucial position in this case. C3i’s lengthy-standing relationship with and access to senior administration, similar to Kaufmann and Jenkins, become valued, as become the attention we showed them through weekly calls from our consumer success supervisor. Our demonstrated willingness to “go the extra mile for them” received us the deal.

What we finished by using improving first-rate management in the contact centre

  • $239 000 per yr (July renewal).
  • a brand new $1.087 million contract resulting partially from an Excellerate of CCE v8 to v10, which breaks down as follows:
  • $408 000 in knowledgeable functions (comprises rewriting some interior functions);
  • $300 000 in perpetual software (CCE and QMS); and
  • $379 000 in new application protection for 3 years paid in increase ($126 000 per 12 months).
  • Key contributors

    It took a group effort to obtain this result and achieve first-rate administration growth in the C3i Contact middle. here are probably the most group of workers members who performed key roles:

    R&D:

    Kai Kaufmann (VP R&D)

    Eileen Steffen (CCE R&D supervisor) – assistance with roadmap and integration considerations

    functions:

    Aaron Jenkins (VP, functions)

    knowledgeable capabilities:

    Chris Miller (Director, PS) Nav Randhawa (Director of building) – suggestions with SOW and speed to budgets

    client aid:

    Mike Trepanier (Senior Director, consumer support)

    Terry Fryder (CS III Engineer)

    Scott Conway (Technical Account supervisor, CS) – quick action to put out fires

    revenue:

    Rudy Heezen (VP, earnings)

    Michael Scouten (Director, client Success)

    solutions architects:

    Buster Hanson (Director, solutions Engineering)

    Ray Chronister (options Architect)

    Allan Reizman (options Engineer)

    With this new version of Enghouse, C3i has managed to modernise its operations and cope with the best of its capabilities. as well as having highest flexibility and customised development of the contact centre solution.

    down load the success story of how C3i managed to optimise pleasant administration in the contact centre! https://enghouseinteractive.co.za/wp-content material/uploads/2021/07/CS-C3i-EN.pdf


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