Case Study: Fortune 500 Financial Service Company achieves a seamless omnichannel experience with TTEC

Fortune 500 Financial Service Company - Customer Case Study

TTEC worked with a Fortune 500 Financial Service Company that needed help aligning business processes and systems to deliver consistent member experiences across web, mobile, and contact center channels. After consolidating its contact centers, the company was still operating with disconnected processes, poor data intelligence, and a fragmented strategy, making it difficult to become more member-centric and improve hand-offs across teams.

TTEC helped the client develop a strategic omnichannel roadmap for sharing customer data across channels and realigning goals and operations. The vendor then supported contact center modernization by upgrading systems from Avaya to Cisco, integrating Cisco’s platform for precise call routing, containment, third-party contact center management, and cross-channel communications. As a result, TTEC reduced infrastructure project spend and implementation timelines while helping the company improve its customer experience capabilities.