Contact center readiness: financial institution

An urgent inquiry from a Spanish financial institution’s contact center needed to test their new cloud telephony platform two weeks before go-live. They had already tried to go live once before but failed due to capacity and voice quality issues. As a result, pressure was being placed on all internal and external parties to discover and remediate the root cause, however there was poor visibility and no ability to pin-point the fault on either the telco carriers or the CCaaS provider, or, of course, with the incumbent CC vendor.

Our CX experts needed to: 

• Test multiple inbound Spanish numbers at high load while discriminating between multiple carriers