Contact centre strategy and sourcing advise for a global logistics company
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.
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…