CUSTOMER CASE STUDY
Cisco© Customer Journey Platform Deployed in Roland Corporation’s Japanese Call Center
When Roland Corporation—a leading manufacturer and distributor of electronic musical instruments and equipment—encountered difficulties with its on-premises call management system, it began searching for a cloud-based contact center solution. Realizing that their on-premises system frequently caused call routing and trouble-shooting operation issues resulting in longer customer wait times and lower customer satisfaction, Roland turned to the Customer Journey Platform.
With the cloud-based system, Roland centrally manages its contact center operations and reacts quickly to changing business conditions while decreasing the overall costs to manage the center. The Customer Journey Platform allows Roland to adapt and change its contact center environment seamlessly without impacting agents, overall performance, or customer satisfaction.