SUCCESS STORY: OPTIMIND WINTER Cloud-based platform eliminates customer experience risk Optimind Winter brings best practices to service quality and agent efficiency Push past barriers to innovation Renowned as one of French’s leaders in risk management systems, Optimind Winter knows all about helping clients transform their operations. Their contact center is key to making sure that insurers, banks and other large companies get the best practice expertise they need—first time, every time. But with an expensive-to-maintain and hard-to-adapt telephony system, Optimind Winter felt pressure to improve. Service suffered from unreliable connections and, when lines went faulty, agents weren’t aware they were missing calls. A fast-changing marketplace presented further challen

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