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Collaboration

Collaboration Case Study: Hilti Corporation


World-Class Experience in Multichannel Contact Center

Challenge:

Provide consistent, global customer care by consolidating voice, email, fax, and web interactions on one platform.


Solutions:

Cisco Unified Communications Manager, Contact Center Enterprise, Customer Voice Portal, and E-Mail Interaction Manager.


Results:

  • Improved contact center performance by using common metrics (KPIs)
  • Increased agent productivity by 5 percent
  • Helped agents upsell and cross-sell by routing contacts to specialized agents

E-Mail Interaction Manager enables our contact center to take into account the variety of ways our customers want to interact.
- Tobias Roelz,
Head of IT Client and Communications Technology,
Hilti Corporation