Case Study: Ergo achieves faster, smarter customer service with DigitalWell's Cloud Contact Centre

Ergo cuts call wait times by 20% with DigitalWell

Ergo, a technology company based in Ireland, faced challenges with its legacy telephony system which required manual tuning and lacked control over customer communications. Seeking a big picture view of interactions and a scalable solution for growth, the company partnered with vendor DigitalWell to implement a transformative Cloud Contact Centre solution.

DigitalWell implemented a bespoke cloud contact centre system in under four weeks, integrating with Microsoft Teams and utilizing SIP trunks and cloud-hosted VoIP. The solution provided Ergo with full visibility and control, resulting in a 15% reduction in missed calls and a 20% decrease in wait times. DigitalWell's system also led to a 17% improvement in overall employee adherence and provided advanced, automated reporting capabilities.

Ergo