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Success Stories —

Black Swan

Crisis management company finds dependability with highest uptime contact center software

A leading global provider of crisis management and risk mitigation services. Their services help organizations prepare for, respond to, and recover from a wide range of critical events, from mass casualty situations to data breaches. Utilizing prepared professionals paired with state-of-the-art proprietary technology, their solutions provide timely and accurate information during a crisis.

About
  • Leading global provider of crisis management and risk mitigation services
  • Helps organizations prepare for, respond to, and recover from a wide range of critical events, from mass casualty situations to data breaches

Results
  • Agents spent more time fielding calls instead of troubleshooting software issues
  • More effective responses from counselors, due to managers having more time to fully brief counselors
  • Significant costs savings due to Connect First’s unlimited, complimentary support

Approach
  • Understood the high stakes involved in Black Swan’s crisis-centric industry
  • Involve senior leaders in initial conversations and field concerns
  • Crafted a custom solution designed to support Black Swan’s unique needs

Goals
  • Remaining functionally operational throughout a crisis response
  • Reduce spend on support for software and find a contact center solutions provider with a true partnership mentality
  • Get new agents up and running faster while reducing delays

A system that couldn’t keep up in crisis management

In the crisis management space, platform reliability is a number one priority. If a responder’s software fails or their phone system fails, they consequently fail their clients. And that’s exactly what was happening.

Black Swan’s previous and existing software vendors were consistently unresponsive to the company’s urgent needs. Major delays occurred around activating new agents — the whole process could take an average of 1.5 hours per agent.

The delays also came with a hefty price tag. Support for their software system was running Black Swan $75 for 15 minutes and was becoming a steady drain on their finances. Worst of all, however, some of their systems even faced difficulties remaining functionally operational throughout a crisis response. They soon realized that if they wanted to continue to operate effectively within the delicate crisis management arena, they would not be able to move forward with a sub-par contact center platform.

A high stakes contact center requires the best possible uptime

They came across Connect First, a leader in the contact center solutions industry, famed for their unmatched uptime and award-winning customer support. Connect First immediately understood the high stakes involved in Black Swan’s industry and began by involving senior leaders in initial conversations.

They listened to concerns and crafted a custom solution designed to support Black Swan’s unique needs. Given Connect First’s contractual uptime guarantees, their unlimited, ultra responsive and proactive customer support, and their ability to instantaneously activate agents, Black Swan decided to move forward and implement the new platform and solution.

Immediately upon transitioning to the Connect First platform, Black Swan saw agents spending more time fielding calls instead of troubleshooting software issues.

Focus on the crisis, not the software

Black Swan’s contact center software performance and stability had a direct effect on their agents’ overall efficiency and ability to rely on their software’s uptime. It also enables each agent to fully focus on the crises at hand.

Immediately upon transitioning to the Connect First platform, Black Swan saw agents spending more time fielding calls instead of troubleshooting software issues.

They noticed more effective responses from their counselors since call center managers now had more time to fully bring the counselors up to speed with important information on the crises at hand. And lastly, they experienced significant cost savings due to Connect First’s unlimited, complimentary support.

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