SPI Global Client Case Study

Company Background

SPi Global provides domain expertise in the Customer Interaction, Healthcare, and Publishing markets. They also provide services across a wide range of industries, including banking and financial services, government, information technology, media, not-for-profit organizations, retail, and travel. Through their key competencies, they support the vibrant BPO industry worldwide.

SPi Global is one of the world’s largest and most diversified Business Process Outsourcing (BPO) service providers in terms of clients, geographic presence, and capabilities. They have defined the highest standards of excellence together with our clients for Knowledge Process Outsourcing (KPO) and Customer Relationship Management (CRM). Their global team of over 18,000 dedicated BPO professionals makes this possible.

Struggling with Expensive On-going Fees and Unreliable Services
When Systems Architect – Senior Manager Gianni Palermo contacted Voicent, SPI Globel was looking for the most cost effective premise-based contact center solution to replace the high cost hosted services. They want to have the one time purchase of the dialer system and will be able to leverage the technology forward going without any further investment on the cost.

Worse, with a existing hosted service, the call quality was so poor, SPI Global’s customers couldn’t even hear the agents. “When you have a mission critical task and you can’t get the answers you need, because you can’t hear the person you’re talking to,” Giani said.
“Our customers would have to repeat things, and sometimes the agent would misunderstand and go down the
wrong path.” With on-premise solution, SPI will have the total control of voice quality.

Selecting Voicent
In 2013, SPI Global contacted Voicent, and began looking for a new contact center platform and ultimately selected Voicent. By partnering
with the leader in the contact center space, SPI hoped to increase the efficiency of its agents and
improve customer satisfaction levels. SPI liked the fact that Voicent offers complete business automation suites include CRM and outbound dialing, inbound PBX solutions. There is no need to third party CRM and no integration required. “Also, Voicent provided a number of tools ‘out of the box’—such as call recording, reports, and customized IVR tools—that we could only get from other providers if we customized their solution,” Giani
said. “So we went with Voicent.”

Voicent’s Business Automation Suites Enables Seamless CRM and Contact Center Integration
SPI’s former contact center platform had many other limitations—for example, agents could not save call
information into its internal CRM.

Additionally, Voicent needed to record and download calls onto its own server, then delete them from its contact
center platform. Voicent made this happen, plus allowed SPI to use any VoIP service provider, which gave the company
the freedom to choose a quality VoIP service provide instead of stucking on the poor voice quality VoIP a hosted service uses.
Meanwhile, with Voicent’s advanced reporting capabilities, now SPI can also easily identify which types of calls
take too long, and then can determine agent training needs. Moreover, says Giani, “Voicent improved our forecasting
and our ability to determine how many agents we need in a specific product area, and how to adjust our staffing
levels based on the time of day or for seasonal differences.”

Flexible, Customizable Queues

After choosing the Voicent Contact Center solution, SPI’s internal administrators began customizing its IVR
scripts and call queues, which allowed a more efficient, streamlined call structure.
For example, when a SPI customer calls in, the customer can press one on their keypad for e-commerce
assistance, two for accounting help, and three for scripting. “Inside each of those options is the appropriate
support representative,” Giani said. “One agent may be in several queues because of their skill set, while another
may only be in one or two. Voicent is very flexible and lets us control who gets every type of call.”
When SPI needs to change its IVR scripts and queues, Voicent makes it easy. “We simply click and drag what
we need into place, and then we’re done,” he said. “Immediately, we can test the new configuration. When we’re
ready, we can go live right away.”

An Integrated Desktop Solution Equals Happier Agents—and Customers
The feedback on Voicent from SPI agents has been very positive. “Because we didn’t make any dramatic changes
in how the IVR or queues looked, it only took a half hour training session, and our agents were ready to go. It was
a seamless transition,” he said. But the Voicent platform makes work easier for SPI agents, too.

But most of all, SPI has dramatically improved call quality by choosing the right VoIP service provide of their choice. “Recently I met with 60 of my team leads and
agents, and not one person said they were experiencing call quality issues,” Giani said. “There’s been a
huge improvement.”