The Background
The Contingent needed a scalable and efficient contact center solution to improve their communication capabilities. They sought a system that could be customized to their specific requirements, aiming to increase agent efficiency and better serve the various aspects of their community.
The Challenge
The client aimed to deploy a scalable and customizable contact center solution swiftly to meet their unique requirements. The solution had to be implemented within a short timeframe of 10 business days, requiring rapid development and deployment capabilities.
Our Approach
Terazo deployed Twilio Flex, a customizable and scalable contact center solution, to underpin The Contingent’s customer-facing communications. Chosen for its adaptability and efficiency, Flex enabled the enhancement of communication capabilities within a limited timeframe.
Technologies & Services Utilized
Twilio Flex
Twilio Studio
Customer Contact & Support
Flex Kickstarter
The Results
Terazo delivered a scalable, future-proofed contact center solution that increased agent efficiency by about a third and set the nonprofit on a solid foundation with a system that can grow with them as their technological needs change over time.
Key Outcomes
- 30% increase in agent efficiency
- Improved scalability
- Enhanced call center customization
- Adaptation to changing requirements
Client Testimonial
“Working with Terazo & Twilio was a breath of fresh air. The team’s commitment and expertise made it very easy. In the end, it was no surprise that they managed to deliver the whole implementation in just two weeks. ”
