Case Study
Project: Cisco Contact Center & Teleworkers
“I would like to thank both you and your team for being one of our most valuable partners, and flexible too—appreciate all you have done.”
About the Client
Name | Valley First Credit Union
Location | Modesto, CA
Industry | Finance
Number of Employees | 250+
Solution
New phones
Solution
New call queue
Phones for additional agents
Phones for teleworkers
The Problem
Due to shelter-in-place orders caused by COVID-19, Valley First Credit Union (VFCU) needed to implement a new call center script to help with a large volume of incoming calls needing special handling. Their employees also needed to transition to work from home, making the situation even more challenging.
The Challenge
The challenge was to implement a new queue in the midst of many day-to-day changes happening in the world, and to provide the necessary equipment to expand the call center quickly.
The Solution
We worked overnight in order to make this happen on VFCU’s timeline, developing a new queue for COVID-19 related requests and adding additional agents to their existing Cisco Contact Center solution. Our engineers configured new phones for the additional agents, as well as phones for workers to take home for better work from home environments.
