![]() The technology is intuitive which has enabled the Brand Ambassadors to vastly improve their ability to services customers. With Zipwire, Brand Ambassadors connect to the system through the browser. Part of the challenge of recruiting top-talent is ensuring that there is a strong cutting-edge technical infrastructure in place. “ One of the things that drew us to Zipwire was that its straightforward, simple model – Jeff Kramp, Vice President of Technology at VIPdesk Connect most closely reflected our own strategy for our clients.” The Results By utilizing a nationally dispersed workforce, VIPdesk recruits the best suited Brand Ambassadors (customer service professionals) for the specific needs of each client. In addition, Aspect EQ™ Workforce Management Cloud™ fully integrates with Zipwire enabling them to more easily and accurately manage staffing needs. Such features would enable VIPdesk to offer more options to their clients and ultimately improve service to end customers. Zipwire included everything VIPdesk wanted including video, chat, and SMS omnichannel support. They learned about Aspect® Zipwire™, Aspect’s cloud contact center product, through an exhaustive RFP process. ![]() Why Aspect VIPdesk had been using an on-premise solution for a number of years. Omni-Ĭhannel capabilities were also a top priority as VIPdesk wanted to be able to offer their clients support on any channel. They needed a solution that could manage the telco, the back-end switch and had redundancy. Desired Solution The technology team at VIPdesk was looking for a complete cloud contact center solution so they could focus their attention on the clients and not on managing a data center. In addition, they felt their current solution was overly complex. The previous interaction management solution was not a true cloud offering and they needed a solution that could support VoIP for their remote agents. ![]() A cloud solution would better equip them to deliver custom solutions specific for each clients’ needs. To accomplish this, the company chose to move their business operations to the cloud so they could better serve their clients and end customers. Motivation for Change VIPdesk became its own corporate entity in 2014 with the goal to strengthen its position as the premier provider for luxury customer care. ![]() Their primary focus is providing customers with exceptional customer service to create memorable experiences. CASE STUDY VIPdesk Connect Provider of U.S.-based customer service for luxury brands delivers omni-channel support through the Aspect Cloud The Organization VIPdesk Connect is a leader in outsourced customer service and a pioneer in providing high-touch customer care services to discriminating, brand-conscious companies including luxury retailers, consumer products, travel and financial services companies. ![]()
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |