Our client was using an older technology custom built for their contact center of 100 Million+ visitors for various compliments, complaints etc. customer support center. In addition, their contact center was in need of modernization to automate website visitors into their contact call centers and needed a way to track and manage service desk related cases, leads for new business opportunities and general oversight integrated with various internal systems (i.e., modernized VOIP system, other systems of record, etc.).


The solution involved first a discovery and audit phase of the overall business and sales process. Salesforce was chosen as a platform-as-a-service (PaaS) solution to augment the business and sales process and met all the security compliance and requirements (FedRAMP, etc.). The data capture from the sales process made the overall business process streamlined and enhanced the business in terms of the customer experience. This provide an overall improvement in business efficiency and a streamlined approach to doing business. The contact center was modernized and optimized and using AI-based workflows to automate human functions and provide overall workflow and business process automation.