A business process outsourcing (BPO) provider with 5,000 global agents was primarily focused on customer experience and contact center outsourcing for large companies. Like many in its industry, the BPO ran on very tight margins and wanted to move away from spending capital money. It preferred operational expenses because it billed its customers on a monthly usage basis (i.e., how many phone calls it took), so it desired to match its cost structure with its revenue structure. Having to pay money upfront with the hope that the customers would use the system would not benefit the BPO; instead, it desired for its underlying technology and business costs to be paid when its clients made payments. For this reason, an “As-a-Service” model best suited the BPO from a financial and technology perspective.
The BPO’s IT department also wished to move away from devoting its limited time and resources to the care and feeding of its systems so that it could instead dedicate more time to being customer-focused. At the same time, the BPO needed its phone systems up-to-date and running seamlessly in order to service its customers, so it needed to determine the next steps it could take to gain a competitive advantage in the marketplace.
The Solution: A Move to the Public Cloud
ConvergeOne determined that a move to the public cloud made the most sense for the BPO. ConvergeOne merged the customer’s three systems—two out-of-support phone systems and one system that had already been moved into a private cloud environment—into the ConvergeOne Cloud Experience (C1CX) SOC 2, PCI compliant, geo-redundant public cloud environment at less cost than it was spending on its prior solutions. The move to a month-to-month, “As-a-Service” consumption model solved the BPO’s cash flow issues, as ConvergeOne was able to find a monthly number that fit within the BPO’s budgeting process.
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Read the full use case to discover how ConvergeOne not only helped the BPO solve its cash flow issues with this solution, but also keep its existing customers and attract new customers.