Connect was tasked to undertake a thorough review of HGS business systems for its contact centre and outsourcing operation. Typical with many organisations that move quickly in their business operations and are agile in their approach the technology had not kept up to date with the demands of the business. A comprehensive audit undertaken by Connect was able to identify key areas of exposure in the current Cisco UCCE contact centre and WFO infrastructure, resulting in making a number of crucial recommendations to enable the business to continue running uninterrupted operations.
As part of these plans Connect conducted an extensive upgrade proposal to key contact centre technology including both Cisco Voice & Workforce Optimisation (WFO) technology resulting in an important piece of maintenance to ensure the customer was compliant and back under vendor support into the future. In addition we were also engaged to assist with bespoke operational reporting (CVP) and introduced a dynamic wall board solution to help Ops & team leaders with live MI interpretation.