Posts Tagged ‘reporting tools’

Moving to the Cloud With VCC Live® – a Case Study

Posted on: February 27th, 2019 by dorarapcsak No Comments

“We just recently started to use the system but we can already clearly see that our productivity has increased significantly.” – Krisztián Kardulecz, IMS Lead, DHL.

In an age of ever-increasing customer expectation, the race to own customer experience is officially on. And, with a presence in more than 200 countries, DHL, the largest logistics company in the world, definitely needs to keep ahead of the game.

These days, they say data is the new oil, and not without good reason. Data can be your best resource when trying to provide exceptional customer experience – but only if you rely on the latest technology solutions that allow you to leverage your data.

The Case

In order to ensure a consistent level of customer service in their contact centers across the globe, DHL always looks to utilize the latest technology solutions. That’s why they decided to choose VCC Live®’s cloud-based solution. 

Our latest case study describes how, since moving to the cloud with VCC Live®, DHL increased their agent productivity and reduced their maintenance costs. Check out our case study to find out:

  • how we helped DHL make the move from using on-premise software to the cloud
  • how VCC Live®’s real-time reporting tools enable DHL to monitor agent performance in real time
  • how we allowed them to easily upscale their business and utilize home-based agents

Introducing VCC Live®’s cloud-based solution has truly unlocked DHL’s potential, allowing them to see the whole picture by being able to monitor agent performance in real time.

Read our case study and learn more about the benefits of VCC Live®’s cloud-based solution!

Connections Romania Chooses VCC Live® to Achieve Customer Excellence

Posted on: February 7th, 2019 by dorarapcsak No Comments

Connections Romania is a growing BPO company, with headquarters in Bucharest, Romania and offices in Belgrade, Serbia and Sofia, Bulgaria. Established in 2005, the company, based on the Outsourcing business model, provides outsourcing services such as IT helpdesk, Customer Service, HR, and Financial Processes, to a wide range of international clients.

Recently, a German group of companies offering products and services in the Automotive industry asked Connections Romania to provide internal support to their employees located at several offices in Germany.

In order to successfully handle this request from their German client, Connections Romania needed to search for the ideal call center technology to help them live up to their client’s expectations. In particular, they required advanced inbound features that ensured that no incoming calls would be missed from their client’s employees. Furthermore, they needed to be able to leverage intelligent reporting and monitoring tools in order to get the most of their operations.

After the initial negotiations regarding the company’s requirements, the partnership between Connections Romania and VCC Live® began.

Dan Deschidar, Customer Success Manager at VCC Live®, said: “We are really delighted to be able to work together with Connections Romania. From the very beginning, we were on the same page and the implementation process went incredibly smoothly. We are looking forward to a fruitful partnership with the company, and are ready to help them achieve excellence in all their projects.”

VCC Live®’s team provided Connections Romania with customized inbound features based on their specific business needs. With powerful monitoring and reporting tools, Connections Romania also has access to 13 different reports that track their processes and measure their performance. In addition, thanks to VCC Live®’s highly customizable reporting tools, the company can simply add and customize further reports to the dashboards as required, allowing them to always see the whole picture of their business.

About Connections Romania

Connections Romania is a fast-growing and innovative technology company, offering businesses the possibility to improve and align with current digital trends, by using technology tools to boost their strategical KPIs and adapt to global market challenges. Connections operates four business verticals: IT Infrastructure Operations Support, Automation Services (RPA), Digital Business Process Management and Software Development. The company was founded in 2005 with the aim of becoming the market leader in business consultancy services, differentiating themselves from the competition by their quality, speed of reaction, ethics, talent and client focus.