Customer

A provider of Internet access to mid-tier communities via WiMAX technology, Digital Bridge Communications (www.digitalbridgecommunications.com) had originally utilized an outsource contact center for its customer service and help desk functions. Unfortunately, their outsourcing partner failed to live up to DBC’s expectations and the decision was made to bring these functions in-house.

Faced with an aggressive deployment and ramp up schedule, DBC selected a completely hosted solution for its contact center infrastructure, which included a combination of SpiceCSM’s decision tree software and our strategic partner inContact’s ACD (www.incontact.com).

With a vacant contact center space already available, the implementation of SpiceCSM and inContact, hiring and training of help desk agents, and all necessary integrations with legacy systems were completed in under 30 days. Immediate results included increased first call resolution and overall customer satisfaction.