Visual Communications experts SJS Solutions in partnership with Inflow Communications of Oregon has provided the healthcare giant Pacific Source with a high tech new approach to modern contact centres focussed on improving the agent environment and customer satisfaction.
Today many organisations consider their call and contact centers to be the key asset providing the primary link between their business and its customers.
Pacific Source understands the importance of looking after their agents and creating a contact center environment which allows agents to perform at their best. Wallboards exist in many contact centers, however in many cases the lack of screen design flexibility means they do little to enhance the agent environment. In many cases low-spec wallboards do more harm than good.
Frustrated with displaying browser-based, dashboard style screens via a PC connected to TV screens, Rich Wright, Telecommunications Specialist at Pacific Source, contacted SJS Solutions to discover what their Enterprise Visual Communications product Optymyse™ could do to improve things.
Mr Wright wanted to move away from confusing browser-based dashboards and instead deliver a solution which would enhance the agent environment and guarantee agent buy in and maximum ROI. The SJS product suite gave Pacific Source the engaging, dynamic screens they needed to support internal marketing efforts, build a strong corporate culture and improve the level of service they provide to 300,000 individuals and 5,700 employer clients throughout the Northwest.