Case Study: VIPdesk Connect achieves streamlined, omni-channel cloud contact center operations with Alvaria's Zipwire solution

Provider of U.S.-based customer service for luxury brands delivers omni-channel support through the Aspect Cloud

VIPdesk Connect, a U.S.-based leader in outsourced, high-touch customer service for luxury brands, needed to strengthen its position after becoming an independent company in 2014. Their legacy on-premises interaction platform was complex, lacked true cloud VoIP support and omnichannel capabilities, and required the company to manage data-center infrastructure rather than focus on client service.

VIPdesk selected Aspect Zipwire™ and Aspect EQ™ Workforce Management Cloud™ to deliver a full cloud contact center with video, chat, SMS and browser-based agent access, redundant telco and integrated staffing tools. The result was more stable, higher-quality calls, faster agent onboarding, streamlined operations (with operations now able to build scenarios and roll back changes), and a technology team freed to concentrate on clients and strategic initiatives.

VIPdesk Connect

Jeff Kramp

Vice President of Technology