Market changes were impacting the customer service operations division at ResourceOne, a direct marketing company. After much research, ResourceOne came to the conclusion that pivoting their business operations to the cloud would make it possible for them to deliver more agile customer service and to pursue new business opportunities so they could scale according to clients’ needs.
A cloud solution would provide flexibility, scalability and cost savings that they couldn’t get with a premise solution. The IT team was on-board as cloud eliminates the need for hardware and on-site system management. They could focus on other priorities with peace of mind that the contact center would be running. After learning about Zipwire, Aspect’s cloud contact center solution, ResourceOne realized that upgrading their contact center technology also enabled them offer omni-channel capabilities to their clients because they had access to email and chat for customer engagement.
Watch this video to learn about the ResourceOne’s transition to the cloud.