Contact center administration and customisation

Context

The IT support teams of every entity within the company run their own contact center, each administered by its own external service provider.

Problem

Customer journeys differ from one entity to another.
Functional and technical knowledge is scattered across several external providers.
No centralised governance of the contact centers is achievable.

Approach

The goal is to homogenise the customer experience for all of the company’s employees.

• Building a new team to centralise knowledge
• Creating a new modular product to ease the onboarding of international business units
• Onboarding European business units onto the new product

Results

• The product is used in around twenty countries across Europe, in 7 different languages, over two different channels
• The customer journey architecture is now consistent for all employees
• Centralised governance makes it possible to roll out fast decisions at large scale

Further reading

Infrastructure as Code
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