Manufacturer Unifies Workforce and Enhances Customer Interactions
Pella Corporation offers a broad range of quality residential and commercial windows and doors for new construction and remodeling projects. Their challenges are to increase customer satisfaction with contact center experience, maintain people-centric culture as enterprise grows and simplify IT. They chose Cisco to overcome these challenges. They have implemented Cisco WebEx and Jabber solutions, enabled contact center managers to manage service quality using Cisco unified workforce optimization for unified contact center express and centralized monitoring of video surveillance cameras from multiple vendors with Cisco video surveillance manager. The results of implementing Cisco were increased customer satisfaction ratings by more than five percentage points, optimized team performance by encouraging collaboration and lowered data center space, power, and cooling costs by using cloud-based conferencing service.