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Building a Better Contact Center Experience
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The Situation
Before moving to ice, Aecon was operating an internal contact center for their service desk. They experienced some challenges with their previous contact center solution, including an unreliable callback feature, frequent technical problems, and limited support.
The Impact
The unreliable callback feature negatively impacted the caller experience and skewed call data, leading to inaccurate reports. Manually calculating call statistics to correct the reports, along with repeatedly troubleshooting and following up with their vendor, led to wasted time.
The Result
When Aecon moved to ice, they were able to eliminate their previous callback problems and achieve all other desired functionality. ice Contact Center functioned much more smoothly and ComputerTalk provided excellent support, saving Aecon time and improving their overall contact center operations.
Discover how Aecon improved their contact center operations with ice Contact Center
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"Support has been great."
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Want to find out how ice Contact Center can improve your contact center operations?
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