SingleComm Case Study
Credit Secrets: Unlocking the winning combination.
The situation
Credit Secrets needed to bring contact center operations in-house. The challenge? The company needed seasonal flexibility, work-from-home agent oversight and complete reporting visibility — all with a pay-as-you-go pricing model.
The solution
SingleComm partnered with AWS to deliver a powerful combination of cloud-based ACD, agent-customer Guided Interactions through Workflow, and Analytics tools. This supercharged mix gave Credit Secrets everything it needed with an easy-to-use, unified agent desktop experience that enabled customized workflows and reporting in a drag and drop environment.
No programmers. No IT resources. All with PCI and SOC2 certified security and affordable, no long-term-contract pricing.
The results
Credit Secrets was able to start using the AWS/SingleComm platform contact center solution in just days. This accelerated speed-to-market and ability to stair-step the implementation allowed WFH agents to maintain important client KPIs right through the migration and cutover. The unified platform also delivered actionable insights via custom reporting, optimizing communications and results.
It proved to be a secret weapon for Credit Secrets. And the beginning of a powerful new partnership.
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