Contact centre strategy and sourcing advise for a global logistics company

Contact centre strategy and sourcing advise for a global logistics company

Background

This global logistics company had a disparate and ageing contact centre platform estate across 20 countries and approximately 5,000 agents. The client decided to take a new approach and outsource services to a global managed service provider. This approach included delivery of a new, hosted multi-channel contact centre platform and management of the end-of-life estate during transformation. The new supplier would be responsible for the end-to-end service covering the contact centre infrastructure, hosting and networking. This included managing existing vendors and infrastructure, and migration to a new hosted platform.

The project

Wavestone were requested to evaluate this new approach and produce a report assessing the feasibility, risk to the client and recommendations on potential suppliers and sourcing approach based on our knowledge of similar client projects in multiple industry sectors. The ‘external view’ needed to include…

Download

Twitter Update

@Wavestone_UK
.@danieljhunt discussed the challenges in implementing #DigitalWorkplace solutions in #FinancialS...

RT @wavestone_: Discover how New York Cyber-regulation is changing the #financial industry #NYSD...

A Wavestone Company

Wavestone is one of the largest independent management consulting firms in Europe with over 25 years of valuable legacy in delivering business transformation and access to 2,500 consultants across four continents.
Read more

Contact Details

Wavestone Advisors UK Limited
Warnford Court
29 Throgmorton Street
London,UK
EC2N 2AT

Ph: +44 (0) 20 7947 4176
E: enquiries@wavestone-advisors.com