Case Study: Office Depot achieves 10-second average speed of answer and under 1% abandon rate with Webex by Cisco

Optimizing customer experience and business performance with the Cisco Webex Contact Center

Office Depot, a global omni‑channel retailer with roughly 1,400 stores and more than 3,000 contact center agents across 34 sites, faced inconsistent customer experiences and limited central visibility into distributed contact center operations. With mixed on‑premises systems and multiple partner sites, headquarters struggled to manage performance, reporting, and 24/7 service levels—especially during peak periods—hindering competitive differentiation through customer service.

Office Depot migrated contact center functions to Cisco Webex Contact Center, consolidating queuing, routing, recording and reporting into a cloud platform and building a 24/7 command center for real‑time visibility and analytics. The rollout (under 90 days) enabled global queuing, data‑driven routing to the best agents, and on‑the‑fly operational adjustments. Results included average speed of answer dropping from 30–40 seconds to under 10 seconds, abandonment rates falling from 3–4% to below 1%, significant cost savings, and measurable improvements in customer satisfaction, sales, and first‑call resolution.

Office Depot