l CASE STUDY l Customer Profile This business processing outsourcing (BPO) operator provides call center services to hundreds of worldwide customers, using geographically dispersed data center facilities. The company’s customer base includes major global enterprises in healthcare, financial services, communications, and travel & leisure markets. In addition to call management and contact center services, the company offers a proprietary customer engagement solution that factors human, digital, and automated touchpoints. Business Challenge The BPO operator delivers various services to numerous customers using two Contact Center locations in North America. Long “War Room” sessions were occurring, with multiple IT teams involved, and without one definitive tool to leverage, which led

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