Case Study: Office Depot achieves faster, more transparent, and cost-saving global contact-center performance with BroadSoft

Optimizing customer experience and business performance with the Customer Journey Platform

Office Depot, a global retail and business-services company with roughly 1,400 stores, more than 45,000 employees, and over 3,000 contact-center agents across 34 sites, faced inconsistent customer service and limited central visibility from its on-premises contact-center systems. To standardize performance across in-house and partner sites and deliver 24/7 omnichannel support, Office Depot engaged BroadSoft and adopted a cloud-based Customer Journey Platform to provide centralized control, analytics, and real-time monitoring.

BroadSoft consolidated queuing, routing, recording, monitoring, and reporting into a single cloud platform and helped Office Depot build a 24/7 command center and global queueing (CC-One) to match customers to the best agents using analytics. The BroadSoft solution was deployed rapidly and delivered measurable outcomes: average speed of answer dropped from 30–40 seconds to under 10 seconds, abandonment rates fell from 3–4% to below 1%, and the company realized significant cost savings alongside improved customer satisfaction, first-call resolution, and operational agility.

Office Depot