CONTACTCENTER4ALL

CC4ALL’s digital transformation and business impact.
One of the top-performing native Microsoft Teams Contact Center Solutions.

Customer

ContactCenter4ALL (CC4ALL) was founded in 1990 and it is a contact center solution vendor that uses fit-for-purpose technology to deliver a first-class service to customers. In a time where communication platforms are the backbone of remote working, CC4ALL adapted, integrating with Microsoft Teams, Dynamics, or Skype for Business.

Challenge

CC4ALL was struggling with finding a proficient, reliable team that would reduce technical debt, software bugs, complaints from their end-users, improving platform performance and scalability. They wanted to migrate to a cloud-based platform such as Microsoft Teams for an easy-to-deploy and cost-effective solution that would maintain app functionality at a high standard.

Solution

They reached out to Expert Network to align their business and tech needs so as to embrace innovation and drive impact for their organization. To implement the solutions, we wanted to understand their product and so, we applied the following steps:

– We came up with a Proof of Concept to reduce risk exposure.
– We put together the right team Setup to meet their demands.
– Together with the client, we agreed on a valid Scrum process.
– Recently, we’ve implemented a Hybrid solution that is taking advantage of the mature functionalities of Skype for Business Server as well as the benefits of Teams application.

We are now focusing on their ultimate goal: a platform that is 100% integrated with Microsoft Teams, without depending on Skype for Business. Additionally, we are preparing a state-of-the-art application: hosted in AKS, Microservice architecture, integrated with Microsoft Graph API.

Results

By making the significant transition to Cloud and by embracing the new technology, CC4ALL has been enjoying significant results that consolidated its image, maintaining the high-standard services. The impact our collaboration enjoys shows in the:

– Decreased support needs, which allowed us to implement up to 70% of the wishlist for the Hybrid project.
– Reduced effort for fixing bugs that led to gaining extra time for adding value.
– Happy users and improved customer support.
– Stable, scalable apps without downtime.
– Safety and data security for users and finances.
– Stress-free mindset once they noticed we are reliable, highly-skilled, and trusted partners.
– They enjoy our constant guidance, expertise, and vision for their ongoing business’ needs.

CC4ALL and Expert Network are an example of an impactful and successful partnership. Our customer operates profitably, adapts continuously, enjoying clear results for sustainable growth long-term.

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