Case Study: ManpowerGroup Solutions achieves omnichannel contact center efficiency with Broadvoice

ManpowerGroup Solutions - Customer Case Study

ManpowerGroup Solutions worked with Broadvoice to help Worten meet rising consumer expectations with a more effective omnichannel contact center. The challenge was to manage interactions across multiple channels while reducing costs and improving performance, all while connecting physical and digital customer experiences more seamlessly.

Broadvoice, through GoContact, implemented a single-interface omnichannel contact center for Worten, integrating voice, tickets, social networks, IVR, callbacks, voicemail, and SIP trunks for the Spanish market. The rollout took about seven weeks with no downtime and delivered better real-time reporting, improved agent and supervisor visibility, reduced human error and idle time, lower costs, and a more personalized customer experience.

ManpowerGroup Solutions

Pedro Alves

Sales & Marketing Manager