CUSTOMER CASE STUDY
OceanX achieves a 50% decrease in abandons and a 10% increase in conversions
The OceanX contact center uses approximately 3,000 agents at over 15 outsourcers who take 1.5 million calls per month to handle the sales and service for their well-respected direct response marketing business. This created a challenge to understand where their business was coming from, for example, which vendors and agents, or which marketing programs were delivering the best return on their investment. In general, they felt the need to gain more visibility and control over their outsourcers’ business performance.
As a result of implementing the Cisco© Customer Journey Platform to assess and improve their real-time visibility, performance, and control, OceanX saw a 50% decrease in abandons, a 10% increase in conversions, and a million dollars in annual talk-time savings drive by vendor comparison analytics. Today, the OceanX contact center is considered among the best in the industry.