Harnessing CCaaS for Expedited Deployment and Superior Outcomes
Swift Deployment of CaaS for Enhanced Agility and Performance
Goals
- Facilitate a government initiative in El Salvador focusing on the management and transaction of cryptocurrencies.
- Originate from an initial BPO while branching out to three additional BPOs.
- Aiming for a full-fledged contact center platform roll-out within an ambitious three-week window.
Strategy
- Embrace a technical approach that’s inherently scalable, especially when contact volume forecasts are nebulous.
- Adopt an agile methodology for swift onboarding of over 300 agents within a fortnight.
Highlights
- A collaborative venture between Atento and Five9, marshaling a dedicated task force to ensure precise execution.
- Leveraging a cloud-based framework that requires mere configuration for configuration.
Results
- Achieved operational readiness in a remarkable 2-wek span.
- Seamless integration with the other 3 BPOs.
- Potential growth avenues due to the operation’s success:
- Onboarding of 155 agents.
- Fully operational 3500 trunks.
- Capability to transfer calls to three distinct BPOs, with Atento leading the charge.
- Recorded an impressive 10,000 average calls daily in the inaugural week, settling at a steady 7,000 average in the following days.
