Revolutionizing customer engagement through intelligent contact center modernization
Overview
A leading global manufacturing organization offering paints and performance coating solutions to industries and consumers worldwide required a modern contact center platform to support its large-scale operations. With business operations across 150+ countries and a workforce of more than 35,000 employees globally, the company needed a unified and scalable customer engagement environment.
The client was running an outdated legacy contact center platform and was looking for a partner to define and execute a comprehensive migration strategy. The client approached us to modernize its contact center by migrating 450+ agents to Anywhere365 and integrating MS Teams and CRM for seamless and scalable operations.
The Challenge
Managing a complex legacy contact center environment with limited automation and integration
The client’s existing contact center environment was complex, expensive and difficult to scale. The legacy setup lacked new-age capabilities and did not provide the level of integration, automation and operational flexibility required to support modern customer engagement.
The client faced several challenges that limited scalability, automation and customer engagement capabilities:
- Complex contact center architecture: The client operated a complex and expensive contact center architecture with four OEMs in the mix.
- Limited new-age capabilities: The legacy environment lacked modern features such as automatic authentication and automatic language detection.
- Limited self-service capability: The platform lacked self-service for automatic ticket creation, increasing dependency on manual processes.
The Objective
Building a unified, scalable and future-ready contact center platform
The objective was to replace the client’s legacy systems with a future-ready, unified contact center platform that could support global operations, improve agent productivity and deliver a superior customer experience.
The engagement focused on:
- Develop a future-ready, unified contact center platform to replace legacy systems
- Enhance agent productivity through integrated communication and automation tools
- Establish a global, scalable and resilient infrastructure for seamless operations
- Deliver superior customer experience through centralized monitoring and CRM integration
The Solution
Migrating global contact center operations with integrated communication, monitoring and managed services
To help the client modernize its contact center environment, we delivered the technical competence required to migrate agents to Anywhere365 while integrating key collaboration, monitoring, workforce management and CRM capabilities.
- Contact center migration: Delivered technical competence for the migration of 450+ agents across 45 regions to Anywhere365.
- MS Teams integration: Integrated MS Teams with Anywhere365 through MS Direct Routing capability.
- Tool and connector deployment: Deployed connectors for monitoring, workforce management, CRM to support more integrated contact center operations.
- Managed services support: Provided managed services support for global agents, taking care of day-to-day operations.
The Impact
Delivering integrated customer engagement, improved scalability and stronger operational support
The engagement helped transform the client’s contact center environment by enabling CRM integration, improving scalability and supporting global operations through managed services and embedded expertise.
- Customer experience transformation: Transformed customer experience by enabling CRM integration.
- Expert services support: Provided Fluid expert services through resources embedded in the customer’s global engineering team.
- Availability, scale and deployment capability: Increased availability, scale and deployment capability through integration between MS Teams and Anywhere365.
- Integrated operational tooling: Deployed connectors for monitoring, workforce management, CRM, strengthen operational visibility and support.
Conclusion
Establishing a modern foundation for scalable customer engagement
By migrating to Anywhere365, the global paints leader modernized its legacy contact center environment and created a unified platform for customer engagement. Through integration with MS Teams, CRM, monitoring tools, the client improved operational support, strengthened scalability and enabled seamless day-to-day contact center operations.
Working with us, the organization established a future-ready contact center foundation that supports global agents, improves customer engagement and enables scalable operations across regions.
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