Our client, one of the biggest technology retailers in the world, was gearing up for Cyber Monday – the start of the single heaviest sales week for online businesses. We already supported this big-box retailer with around 4,000 full-time associates. Another outsourcing provider was contracted by the client to add approximately 3,000 additional staff to handle the increase to holiday traffic. When Cyber Monday arrived, the other provider experienced a critical dive in systems connectivity and call quality. For some customers, calls were lost completely. For others, the experience was profoundly negative, with complaints of “alien voices” and unintelligible communications. The potential for lost revenue was magnified many times over – not just because of the season, but also because our competitor’s system provider was estimating three weeks to resolve the issue. We responded immediately with a solution. Our Conversation Engine (CE) technology was ready to stand up 3,000 associates in 36 hours...
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