Company Rapidly Adjusts to New WFH Paradigms, Contact Center Requirements

CHALLENGE

A managed Healthcare provider required emergency routing changes to its Webex Contact Center IVR in the wake of the COVID-19 outbreak. With stay-at-home orders in place, most of its employees were moving to working from home (WFH). This change, coupled with an exponential spike in calls to the company’s service desk—and compounded by quarantine-related staffing issues at its current international provider—meant that many of those calls needed to be rerouted to another team.

SOLUTION

The Customer reached out to the LaSalle Collaboration team to help architect a plan and make the necessary adjustments quickly. The LaSalle team has over 30 years of experience in this area and has expert-level recognition.

This includes knowledge within the Healthcare arena as well as many other industries. Accordingly, the team was able to develop a plan and execute the changes within minutes.

RESULTS

This includes knowledge within the Healthcare arena as well as many other industries. Accordingly, the team was able to develop a plan and execute the changes within minutes.

LaSalle quickly helped the Customer navigate the challenges through these critical services pro bono as it was what was needed during this time. Looking ahead, this organization continues to look to LaSalle as its partner of choice for ongoing upgrades and cloud migrations. Specific projects will include a Webex subscription, SaaS renewal, and a Unified Contact Center Enterprise (UCCE) transition from on-prem to cloud.

HIGHLIGHTS

Customer: global Healthcare Services Provider

 

CHALLENGE

  • Emergency contact center rerouting needed on a global scale

SOLUTION

  • Planned, developed and executed changes within minutes

RESULTS

  • Emergency challenges resolved rapidly for best possible results
  • Ongoing upgrades and improvements planned

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