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.