Dialpad
171 Case Studies
Case Study: Bing Lee achieves a scalable remote contact center and improved customer experience with Dialpad
A Dialpad Case Study
How Bing Lee adapted 40+ locations to remote work
Bing Lee, an Australian electronics and telecommunications retailer with nearly 40 locations, needed to rapidly move its contact center to remote work when COVID-driven online demand surged. The company almost doubled its agent headcount but found its initial VoIP provider lacked visibility into performance, queue monitoring, and tools to listen in and coach remote agents.
Switching to Dialpad gave Bing Lee a scalable, hosted contact center with reliable call quality, AI-powered Voice Intelligence (real-time transcriptions and sentiment), detailed analytics, live call monitoring, customizable routing, and Zendesk integration. The result: fast provisioning of remote agents, better coaching and performance insights, improved customer routing, and an overall lift in service levels while protecting agent health.
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Bing Lee
David Beck
Head of Process Improvement