Capgemini collaborated with a global financial institution to overhaul its outdated contact center, addressing capacity and technology challenges. They implemented a new agile contact center model, the One Unified Desktop, improving agent efficiency and customer experience. This transformation led to reduced wait times, increased first-time resolutions, and operational cost savings. The project also enabled remote work during the COVID-19 pandemic, enhancing flexibility and maintaining service continuity. This modernized contact center now supports millions of customers, fostering growth and improved service delivery.

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