Case Study: OceanX achieves 50% decrease in abandons and 10% increase in conversions with BroadSoft

OceanX achieves a 50% decrease in abandons and a 10% increase in conversions

OceanX operates a 3,000‑agent contact center across more than 15 outsourcers handling 1.5 million calls per month and struggled to see which vendors, agents, or marketing programs were delivering the best ROI. To gain visibility and control over outsourcer performance, OceanX engaged BroadSoft and implemented the Cisco Customer Journey Platform to assess real‑time performance across its distributed operations.

BroadSoft’s deployment of the Cisco Customer Journey Platform gave OceanX the analytics and control needed to compare vendors and optimize routing and handling, driving a 50% reduction in abandoned calls, a 10% increase in conversions, and about $1 million in annual talk‑time savings from vendor comparison analytics—results that helped make the OceanX contact center one of the industry’s best.

OceanX