The client, a prominent Midwestern bank, had recently invested in NICE CXone's cloud-based customer experience platform to enhance its service delivery and streamline internal processes. While the bank had internal resources capable of handling basic elements of the platform, they recognized the need for external support to augment their support team with the specialized skills needed to maintain outbound calling, analytics, and workforce management functions implemented as part of the solution.
The client, a prominent Midwestern bank, had recently invested in NICE CXone's cloud-based customer experience platform to enhance its service delivery and streamline internal processes. While the bank had internal resources capable of handling basic elements of the platform, they recognized the need for external support to augment their support team with the specialized skills needed to maintain outbound calling, analytics, and workforce management functions implemented as part of the solution.
Comprehensive Assessment
Conducting an in-depth analysis of the bank's existing systems, identifying potential bottlenecks in the processes, and developing mitigation strategies.
Tailored
Strategy
Crafting a customized support strategy that addressed the specific needs of the bank, ensuring a smooth transition while aligning with the bank's business goals.
Developing Support Processes
Collaborating with the internal support teams to develop processes for supporting all teams and the contact center technology infrastructure while ensuring that the Client’s customer base received optimal support based on business goals and service level agreements (SLAs).
Enabling Support Infrastructure
Ensuring the support infrastructure enabled smooth transition between client teams and Condado’s team to enable management visibility into key performance indicators (KPIs), reporting, and SLAs.
Condado's collaboration with the large Midwestern bank stands as a testament to the value of strategic Managed Services in successfully implementing and supporting complex technological solutions. The strengthened support team and streamlined processes positioned the bank for continued success in delivering exceptional customer experiences through the NICE CXone platform.
We offer consulting, implementation, integration, and managed services to optimize Contact Center, Sales, Marketing, and CRM capabilities. Our project management and business process expertise ensure peak performance for your People, Processes, and Systems.
Find us on LinkedIn
Copyright © Condado 2024 | Designed By Primero Global
