Making the Leap: Moving Contact Center to Cloud
By Inflow Communications
No two organizations are alike. We work with thousands of different organizations and businesses – with different needs, different problems and different solutions. Which is why we are building quite a roster of case studies and real-world examples. But just because companies face different needs and solutions, doesn’t mean some of their problems or solutions won’t work for you too.
Read on to learn the five ways our recent client, Killington, a year-round mountain resort, needed a massive update – not just in technology, but also in cost effectiveness and organizational agility.
In our conversations with Killington executives and staff, we found they had five distinctive needs.
- Antiquated Contact Center Hardware & Software: Killington had a server-based, extremely old Call Center that was no longer supported by their former vendor.
- Modernization: With the opportunity to update their Contact Center technology, Killington looked to cloud solutions to avoid their old system – a system that was complex, required hardware and software maintenance, was a single point of failure, lacked modern-day features, was unsupported and completely obsolete.
- Pricing Flexibility in a Seasonal Business: Because Killington’s revenue spikes within a few months of the year, they wanted to add several Contact Center agents during the busy snow season and scale back in the off-season. Obviously, with this need, Killington management didn’t want to invest a large amount of money in hardware, software and licensing to accommodate the busy season only to have that capacity sit idle during the off-season.
We liked the next-generation technology and scalability since we are a seasonal business.
Jane Bird, Reservations Manager
- Dial Tone Flexibility: Killington also didn’t want to commit to large telecommunications contracts to accommodate the substantial call volume in the on-season, only to have to pay for those idle trunks in the slow season.
- Future Multi-Channel Options: Like every service business, Killington needed to update their offerings for communications to include other modalities like web chat, email, SMS and Social.
As we sat down with Killington, we discovered five simple ways to help their reservations contact center with each of these challenges as well as add some additional benefits and agility. We designed and implemented a PureCloud Contact Center that leveraged the Engage client for the Contact Center agents and supervisors. The main numbers were imported to PureCloud. All calls enter the AWS-based PureCloud infrastructure, get queued, and route to onsite Polycom IP handsets over a dedicated fiber Internet connection. Agents and Supervisors use the web-based PureCloud Engage client to log in/out of queues, collaborate with other agents, control calls, see real time Contact Center queue statistics, and more. We were also able to help them achieve virtually unlimited scalability and uptime.
Today, Killington enjoys next generation Contact Center technology, a “pay as you consume” pricing model and a differentiated customer experience with Omnichannel technology.