Case Study: SYKES achieves 3x cost savings with VCC Live

SYKES cuts agent licence costs 3x with VCC Live in one month

SYKES, a global business process outsourcing (BPO) giant, was providing customer and IT support for its client Huawei using a rigid and expensive email-only solution from Zendesk. Facing challenges with high costs and limited functionality, SYKES partnered with VCC Live to develop a new, more flexible support platform.

VCC Live implemented a custom-built solution for SYKES in just one month. The platform featured a bespoke agent interface, automated email workflows, a non-voice ticketing system, and Facebook integration. This new system provided a massive 3x cost saving per agent license compared to the previous provider and led to greater levels of customer satisfaction for SYKES and its client Huawei.

SYKES