Company Rapidly Adjusts to New WFH Paradigms, Contact Center Requirements

CHALLENGE

A major medical device manufacturer experienced an outage of their contact center that affected nearly 400 business-facing contact center agents. They were requesting immediate assistance, a Severity 1 situation from the manufacturer, Cisco Systems (“Cisco”).

SOLUTION

In looking out for the best interest of their Customer first, Cisco reached out to the LaSalle Team, which accepted the request and immediately contacted the Cisco customer. The LaSalle Engineer helped investigate and determine the cause of the Cisco Unified Contact Center Express (UCCX) outage and resolved the issue. The LaSalle team utilized WebEx with the customer throughout the process, including a systems examination and testing until the system was returned to 100% of service capacity

RESULTS

LaSalle had the contact center operational again in only 30 minutes, demonstrating a commitment to support Partners and their communities when needed.

The Customer has since notified Cisco that LaSalle will be their new technology partner moving forward, having confidence in LaSalle’s dedication to helping during a crisis, as well as planning for the future. Going forward, this Customer will gain continued operational improvements in data center, UCCX, and further digital transformation.

HIGHLIGHTS

Customer: Medical Device Manufacturer

 

CHALLENGE

  • Contact center outage during crisis needed rapid investigation, diagnosis, and resolution

SOLUTION

  • Investigation, systems examination, adjustments, and testing

RESULTS

  • Contact center back up and running in 30 minutes

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