Situation
The contact centre solution was no longer up to the job.
The association’s customer contact centre is in touch with almost 800,000 members by phone, chat, WhatsApp and email. The existing contact centre solution was no longer up to the job. The association was looking for a new omnichannel contact centre platform, in the middle of the pandemic.
Approach
From preliminary study and RFP to migration, with a single point of contact for suppliers.
Effecta started with a preliminary study of the current situation and outlined the desired future state of the application landscape. Through an RFP process, we selected the solution and the supplier together. We then guided the implementation and the migration and handled communication with end users. Effecta’s consultant was the fixed point of contact for the suppliers.
Result
An entire contact centre migrated remotely.
The association chose the best-fitting solution and the right supplier. The entire contact centre was migrated fully remotely. With its new omnichannel environment, the association is once again ready for the future.