Streamlined Service Delivery with ice Contact Center
The Situation
WCLC was operating on an outdated on-premises solution that struggled to meet increasing operational demands. They faced high costs, limited reporting capabilities, and inefficient manual monitoring.
The Impact
Supervisors struggled with a non-intuitive real-time monitoring dashboard that required manual searching for key information like queue statuses and agent availability, slowing response times and hindering resource management. At the same time, limited and costly reporting options forced supervisors to rely on administrators to retrieve critical data, causing a delay in decision-making.
The Result
WCLC elevated customer experience using ice's data-driven platform—reducing delays, enhancing real-time awareness with automated monitoring, and unlocking deeper operational insights through personalized reporting. Their scalable, cloud-based contact center also strengthened data security and operational agility.
See how WCLC improved operational efficiency.
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"The ComputerTalk team is great! The account team is very engaged and meets with us monthly to review any concerns, discuss potential changes, and review user feedback."
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