CUSTOMER CASE STUDY
The American Red Cross® gains the agent flexibility it needs when disasters hit
The American Red Cross® call center provides service nationally, and to 700 local chapters around the country, offering ongoing customer care to blood donors. The American Red Cross implemented the Cisco© Customer Journey Platform to replace an on-premises system that was expensive to maintain and upgrade. The on-premises system also required permanent connections to agents around the country.
This was impractical because the organization needs to scale the number of call center agents up and down rapidly to support disaster events. The cloud-based SaaS functionality gives American Red Cross the flexibility to bring agents online only when needed, keeping costs low, and simplifying call center operations.