Case Study: Roland improves contact center efficiency with BroadSoft Customer Journey Platform

Cisco© Customer Journey Platform Deployed in Roland Corporation's Japanese Call Center

Roland, the electronic musical instruments manufacturer and distributor, was struggling with its on-premises call management system in its Japanese call center. Frequent call routing and troubleshooting issues were driving longer customer wait times and lower customer satisfaction, leading Roland to look for a cloud-based contact center solution from BroadSoft, using the Customer Journey Platform.

BroadSoft implemented the Cisco Customer Journey Platform to centrally manage Roland’s contact center operations and improve flexibility. The solution enabled Roland to react quickly to changing business conditions, adapt its contact center environment seamlessly, and reduce overall management costs while avoiding negative impacts on agents, performance, or customer satisfaction.

Roland