On any given day, contact center agents at C3i Solutions may field inquiries regarding sports drinks, tires, or pharmaceuticals, just to name a few. With more than 150 diverse clients, many among the FORTUNE 500, the leading business process outsourcing (BPO) company supports over 35 million omnichannel interactions each year in 175 countries via the customer’s channel of choice.
That means customizing offerings for the needs of each client across two verticals: consumer product goods and life sciences. Meeting each client in the context of the markets they serve has always been a key ingredient of C3i Solution’s market leadership.
In an environment driven by a continuous improvement philosophy, C3i Solutions began exploring the market for new contact center innovations. At the same time, the company wanted to replace the six disparate voice and contact center solutions collected through a growth strategy that included acquisitions. The complex backend environment required substantial investments in resources, training and redundant cost supports across the enterprise.
“Consumers expect to engage wherever, whenever, and however they prefer,” said Michael Dean, CTO. “We partnered with Avaya for the experience and flexibility to drive innovation and deliver customized contact center solutions to our clients and their customers.”