Case Study: Leading High-Technology Heating, Air-Conditioning and Refrigeration Solution Provider Improves Customer Service with TTEC’s Store-in-a-Box Solution

Leading High-Technology Heating, Air-Conditioning And Refrigeration Solution Providing Company - Customer Case Study

TTEC helped the world’s leader in high-technology heating, air-conditioning and refrigeration solutions modernize its retail and contact center operations across about 80 stand-alone stores. The customer was struggling with aging technology, unanswered peak-time calls, frustrated customers, and inefficient, independently operated systems that made support difficult and costly.

TTEC implemented UCCE/CVP for the contact centers, distributed ISR routers for store call ingress, and a repeatable “store-in-a-box” deployment model to speed installations with minimal disruption. Calls unanswered at local stores were routed to nearby locations and then to central contact centers, while moving to VoIP helped reduce transfer fees. The result was improved customer service, fewer lost calls and callbacks, and a standardized hardware environment that was easier and cheaper to support.