Flex Contact Center

Supporting rapid business growth with IBM Connections Cloud and IBM Verse

Published on 2 Feb 2016

Moving our communications solutions into the cloud was an ideal way to support our fast growth.

Kleber Tobal Bonadia, Director of IT, Flex Contact Center

Customer
Flex Contact Center

Industry
Professional Services

Deployment country
Brazil

Overview

Established in Brazil in 2009, Flex Contact Center is a professional services company that offers telesales, call-center, anti-attrition, back-office, helpdesk and collection services. With operations in 12 sites across two states and four cities in Brazil, the company employs more than 11,000 people.

Business need
Flex Contact Center, a young and fast-growing business, saw an opportunity to clear the path to future expansion by improving its employees’ ability to collaborate.

Solution
By deploying IBM® Connections™ Cloud, a social platform offering integrated email and social business capabilities, the company facilitates employee collaboration and supports new services to clients.

Benefits
Empowering its employees—and some clients—with the tools to work more effectively, Flex Contact Center enables greater productivity and customer satisfaction, to facilitate its growth objectives.

Components

IBM products and services that were used in this case study.

Software
IBM Connections Archive Essentials Cloud, IBM Connections Cloud S1, IBM SmartCloud Notes, IBM Verse

Solution
IBM SmartCloud Notes, Cloud Computing, Collaboration Solutions (ICS) - Social Collaboration & Digital Experience - Customer Digital Experience, Collaboration Solutions (ICS) - Social Collaboration & Digital Experience - Employee Digital Experience, Collaboration Solutions (ICS) - Social Mail - Mail & Collaboration, Enabling Business Flexibility, Social Business Framework, Social Business for Human Resources, Social Business for Customer Engagement

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