Case Study: eBay Subsidiary achieves scalable cloud-based Salesforce-integrated call center operations with Call Center Studio

From On-premise to Cloud with Salesforce Integration

An eBay subsidiary, one of the world's largest e-commerce companies, faced significant challenges with its on-premise Avaya call center system. The platform's inability to scale limited them to 150 concurrent calls, forcing them to disconnect customers during peak periods. Other issues included a lack of integration with their Salesforce CRM, which forced agents to constantly switch screens, insufficient reporting, and poor vendor support, preventing the implementation of self-service IVR functions. They turned to Call Center Studio for a solution.

Call Center Studio implemented a comprehensive cloud-based call center solution with deep Salesforce integration in just two weeks. This provided unlimited scalability, embedded CTI for single-screen agent operation, and new self-service IVR functions. The results were dramatic: the arbitrary call limit was eliminated, the operation grew from 70 to nearly 300 agents, and customer satisfaction increased due to lower wait times and higher first-call resolution rates. The advanced reporting and management tools also replaced outdated spreadsheet tracking.

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