Have an account?

  •   Personalized content
  •   Your products and support

Need an account?

Create an account

Cisco Case Study: Office Depot, Inc.

Contact center efficiency from the cloud

Office Depot, Inc. knows that delivering a quality, consistent customer experience through its contact center is necessary to compete. The Cisco Webex Contact Center helps this leading retailer optimize its business, as well as differentiate customer interactions and service with omnichannel capabilities.

Summary

Challenges

  • Managing contact center performance across sites globally
  • Dealing with multiple outsource partners
  • Correcting inconsistent performance reporting across sites
  • Delivering competitive differentiation through better customer service

Results

  • Moved from on-premises call center equipment to the cloud
  • Created a global command center to monitor operations and manage performance in real time
  • Achieved significant cost savings and performance improvement
  • Enabled omnichannel experiences for improved customer interactions

Efficiency from the cloud to the bottom line

"The Cisco Customer Journey Platform provides Office Depot, Inc. with a level of transparency and agility that we did not have with our previous technology. This agility has made a significant impact on the company's bottom line."

Director of Operations and Analytics, Office Depot, Inc.

Who is Office Depot, Inc.?

Industry: Retail
Location: Boca Raton, Florida
Size: 3000 employees
Website: https://www.officedepot.com