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Extend Health was experiencing 100 percent annual growth and bumping against the scalability limits of its Cisco-based call center. To eliminate those limits, the company turned to a custom solution based on Microsoft unified communications technologies. The solution immediately scaled to support almost twice as many agents as the Cisco solution and has unlimited ability to scale out. Extend Health can now bring new agents on board in days, instead of weeks or months, and place them where it makes the most business sense - at headquarters, in remote offices, or outsourced locations. The company also was able to design custom workflows that add competitive value to its business.
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