VForce (AAA Ohio) Improves Agent Productivity, Boosts AAA Membership Renewals Using the LiveOps
CHALLENGE:
In 2007 VForce, the outbound cloud contact center exclusively serving AAA Clubs across the country, was running a contact center platform that went down so often it was impacting agent performance and Vforce's bottom line. In addition to the ongoing technical difficulties, VForce had committed to integrate Salesforce CRM with the back-end legacy systems at AAA.
SOLUTION:
LiveOps delivered the expansive functionality needed to deploy and manage VForce's enterprise-grade contact center, including advanced call routing with CTI, IVR, agent management, workforce management, and real-time monitoring and reporting, as well as the mission-critical, enterprise-grade availability and uptime that Vforce had been missing. Because the LiveOps platform is a SaaS-based solution that is pre-integrated with salesforce.com, Vforce was able to deploy the LiveOps solution in just two weeks, and integrate the legacy systems with Salesforce CRM in only three months. Now Vforce's 60 home-based contact center agents are presented with what looks like a single application with everything at their fingertips, and data updates are instantly reflected in the AAA backend systems, increasing efficiency and effectiveness.
BENEFITS:
- Agent productivity increased by 20%
- Expired member renewal rate increased by 15%
- Contact center platform increased to an uptime of 99.99%
