Signify strives to be a customer-centric organization, but its on-premises system made it difficult to unify its five multilingual contact centers. The system also had frequent downtime which made it difficult to offer 24x7 support.
With the CXone cloud platform, all of Signify’s contact centers are now using the same unified solution. Signify also no longer needs to maintain expensive hardware such as servers and hard phones.
By integrating CXone with Signify’s CRM, tickets are now logged automatically which improved the same-day resolution rate by 13%. Agents also have the customer’s information at their fingertips which reduces handle time.