Case Study: Largest Rental Company reduces lost calls and improves customer experience with TTEC

Largest Rental Company - Customer Case Study

TTEC worked with the Largest Rental Company, the world’s largest rental provider, to address a fragmented customer experience across more than 400 branch locations plus 450 acquired competitor stores. With each branch handling calls on different phone systems, customers faced inconsistent IVR prompts, busy signals, long holds, and unanswered calls, while the company lacked visibility into how many calls and sales were being lost.

TTEC implemented a virtualized contact center solution using Cisco Customer Voice Portal (CVP), Intelligent Call Routing, UCCE v9, Cisco VMware, CTIOS, and Call Manager integration to centralize and standardize call handling while preserving local branch control. Calls now ring at the local branch first, then nearby branches, and finally a contact center if needed, improving first-call resolution, customer satisfaction, sales, and reporting transparency while reducing lost calls and enabling better branch productivity management.