World-Class Experience in Multichannel Contact Center

Hilti Corporation implemented Cisco Unified Communications to improve contact center communications.

Hilti Corporation can now accurately compare performance for contact centers and individual agents, helping to identify needed training and staffing changes.

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It's important to get a health check from a third party, not the same team that designed or operates the system, and we keep getting better and better.
- Frank Jensen, Telecommunications Engineer, Hilti Corporation

Challenge

To increase agent productivity and optimize the customer experience.

  • Provide consistent contact center experience across more than 30 global contact centers
  • Consolidate voice, email, fax, and web interactions on one global platform
  • Centralize infrastructure support

Solution

Create a centralized global IT operations and global contact center with Unified Communications.

Results

Contact center performance has improved, because everyone strives to meet the same set of measurable KPIs.

  • Improved contact center performance by measuring common key performance indicators (KPIs)
  • Increased agent productivity by five percent
  • Helped agents upsell and cross-sell by routing contacts to specialized agents

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