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Flex Contact Center: Supporting rapid business growth with IBM Connections Cloud and IBM Verse
技术
- 应用基础设施与中间件 - 数据交换与集成
- 平台即服务 (PaaS) - 连接平台
适用行业
- Professional Service
适用功能
- 商业运营
用例
- 协作机器人
- 远程协作
服务
- 云规划/设计/实施服务
挑战
Flex Contact Center 是一家专业服务公司，提供电话销售、呼叫中心、防流失、后台、帮助台和催收服务，自 2009 年成立以来发展迅速。该公司在巴西两个州和四个城市的 12 个地点开展业务，拥有 11,000 多名员工。然而，该公司意识到，为了避免未来扩张的障碍，必须让员工尽可能轻松地有效合作 - 即使他们身处不同的地理位置。传统的协作方式 - 基于电子邮件和电话 - 可能会降低生产力。Flex Contact Center 希望在其员工队伍中实现更好的协作和沟通，但又不想在基础设施上投入大量资金。
关于客户
Flex Contact Center 是一家专业服务公司，成立于 2009 年，总部位于巴西。该公司提供一系列服务，包括电话销售、呼叫中心、防流失、后台、服务台和催收服务。该公司在巴西两个州和四个城市设有 12 个办事处，拥有 11,000 多名员工。自成立以来，Flex Contact Center 经历了快速发展，已成为巴西专业服务行业的重要参与者。该公司为各种各样的客户提供服务，其中许多客户从事金融服务行业。
解决方案
为了应对这一挑战，Flex Contact Center 选择了托管在云中的社交方法。其目标是采用一个协作平台，以减少对电子邮件的依赖，消除对昂贵的基础设施投资的需求，并通过直观的界面让员工更快地访问他们所需的信息，从而有效地为客户提供服务。该公司意识到，IBM Connections Cloud（一个提供集成电子邮件和社交业务功能的社交平台）将使其能够通过单一解决方案实现其目标。该解决方案通过 IBM Cloud Marketplace 交付，使该公司能够以较低的前期成本和最小的复杂性利用企业级功能。为了加速其内部环境向 IBM Connections Cloud 的迁移并满足其合规性和电子发现需求，Flex Contact Center 使用了 IBM Connections Archive Essentials Cloud。
运营影响
数量效益
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