Antiquated Contact Center Hardware & Software
The old Nortel Symposium Call Center was server-based, extremely old, and no longer supported. Because the Call Center is a significant conduit to revenue generation, Killington realized this was a huge liability in their operation.
With the opportunity to refresh their Contact Center technology, Killington realized this was an opportunity to look at cloud solutions to avoid ending up in their current situation – a system that was complex, required hardware and software maintenance, was a single point of failure, lacked modern-day features, unsupported, and obsolete.
Pricing Flexibility in a Seasonal Business
Like so many seasonal businesses, the lion’s share of Killington’s revenue occurs within a few months of the year. As such, Killington adds many Contact Center agents during the busy snow season, and scales down for the off-season. Unlike in the past, 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 in the off-season.
Dial Tone Flexibility
To expand on the last point, 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
To accommodate the diverse communications preferences of their guests, Killington realized that the days of offering only voice communications were over. Like every service business, Killington’s guests prefer other communications modalities like web chat, email, SMS, and Social. The new Contact Center had to offer these capabilities.