Moving from on-premise software to the Cloud with VCC Live
DHL is the largest logistics company in the world, with a presence in more than 220 countries. With a workforce exceeding 350,000 employees, they provide solutions for an almost infinite number of logistics needs, including international courier, parcel, and express mail services. www.dhl.com
As the world’s largest logistics company, DHL operates the most comprehensive global express network in the industry. In order to ensure a consistently-level of customer service in their contact centers across the globe, the company always looks to utilize the latest technology solutions.
Before starting to use VCC Live’s cloud-based solution for their contact center needs, DHL was using a 10-year-old, outdated on-premise solution that was unable to provide the company with real-time statistics.
As the system they were using took 2-3 days to generate reports, reacting to real-time challenges was not possible for their customer service teams. In addition, as the reports generated were often inaccurate, it was a constant struggle for management to monitor their teams’ performance. Since their previous system was an on-premise solution, DHL was also not able to utilize home-based agents, and constantly struggled to find and hire the required number of agents in their contact centers. Lastly, their on-premise solution created a significant burden for the company in terms of scalability and costs.
Moving to the Cloud
Introducing VCC Live’s cloud-based solution has made all the difference, allowing DHL to access the software anytime and from anywhere, without having to host a costly on-premise solution and pay for constant maintenance.
And, as VCC Live’s cloud-based system supports the home-based workforce model, the company can now utilize remote agents in accordance with modern workforce trends.
VCC Live’s system is an easily-scalable solution, allowing DHL to increase their agent base quickly without any major investment. This flexibility enables the company to easily upscale or downscale their contact centers, depending on peak/idle times. One of VCC Live’s most powerful features, its advanced reporting tools, have been utilized by DHL’s management in order to better monitor their teams’ performance. This powerful feature enables the company to monitor user status or generate inbound and outbound call statistics in real time.