Case Study: Working Solutions achieves a modernized virtual contact center platform with CTG cloud solutions

CTG Improved a Consultative Business Process Outsourcer's Virtual Contact Center Platform

Working Solutions, a consultative business process outsourcer, faced significant challenges with its outdated virtual contact center platform. The system was fragmented across over 40 applications and multiple heterogeneous databases, leading to data inconsistency, inefficient operations, and high data center costs. This outdated technology stack made maintenance difficult and hindered the addition of new features.

CTG implemented a comprehensive cloud solution for the client, migrating over 50 applications to Microsoft Azure. They consolidated the disparate data into Azure SQL, implemented CI/CD pipelines, and established secure, cost-optimized development and production environments. The solution by CTG resulted in a 95% increase in data accuracy, created a new white-labeled product that generated revenue, and allowed 50 agents to simultaneously pick schedules on a modernized, user-friendly platform.

Working Solutions