CASE STUDY 1 Challenges This leading home loan and mortgage broker contact center supports over 900 brokers and their clients, answering general questions and making changes to home loans while administering new business leads for brokers. Around 60-70% of work is telephone-based and 30-40% is administrative and agents rely on a range of different systems to service customers. They were keen to maximize the full capabilities of moving to a cloud contact center, but disconnected systems and data silos were holding them back. The biggest barrier to success was having no clear or complete view of contact center operations. In uncertain times, such as the coronavirus pandemic, when call volumes spiked, having visibility of contact center performance is necessary for knowing where to

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