Confidential Client
Chicago Bears: CCaaS Platform Transformation
How CXponent supported the Chicago Bears Ticketing Team through a comprehensive CCaaS evaluation, helping them select and implement NICE CXone to integrate seamlessly with Dynamics CRM and Microsoft Teams.
Challenge
The Chicago Bears Ticketing Team was experiencing inefficiencies around call transferring as they frequently experienced disconnected call transfers, leading to customer service issues. They also experienced the inability to transfer calls directly to a voicemail box, which limited their flexibility in managing incoming calls. Challenges existed around reporting, leading to delays in data availability and a lack of real-time reporting features. The team required real-time data to make timely decisions.
Solution
CXponent supported the Chicago Bears throughout their CCaaS evaluation by facilitating discussions between them and evaluated vendors to simplify complex information, compared vendor capabilities, and worked on ensuring the technology would meet the Bears' specific needs. The new CCaaS platform, NICE CXone, offers a comprehensive suite of features that can significantly enhance the customer experience and operational efficiency. The platform integrates seamlessly with Microsoft Teams, offering features like dynamic screen pops, click-to-dial, and automatic task creation.
Results
• Increased Technology Certainty: CXponent leveraged their expertise and offered insights into different vendor strengths to validate who would be evaluated. • Future Platform Roadmap Planning: CXponent assisted in planning for future capabilities in a phased approach. • Operating Model & Change Management Readiness: CXponent helped clarify the responsibilities of the Bears versus the implementation partner while supporting program and change management.