Who are Ripe Thinking Ltd?
A busy contact centre was struggling with a failing on-site legacy dialer solution – and was not PCI compliant. Additionally, the legacy Avaya solution was unsupported and the speed restrictions on the leased line were not meeting the minimum requirement for the businesses cloud strategy.
The ICA Solution
ICA considered a number of options from our ‘best of breed’ vendors and recommended a blended solution to fit the needs of the business: 8×8 Contact Now product, 200MB leased line and key IVR for PCI compliance.
How we work at ICA
We completed a discovery day with Ripe Thinking and conducted a full audit of their communications spend. With a full understanding of their requirements, ICA identified four suitable vendors, which we presented to the client – and fully explained the differences between them. Four were reduced to two for further exploration and both vendors provided demonstrations. Live customer site days were also completed before the final decision was made.
The Outcome: Time, Cost and Efficiency Savings that are Boosting Productivity
Ripe Thinking are now operating a reliable, easy to administer contact centre solution, with increased efficiency and cost effectiveness. They’re PCI compliant. Ripe’s development team have worked from 8X8 API documentation to integrate the contact centre with their in-house CRM – and are seeing improved productivity.
Customer Testimonial
“Thanks to ICA, we’ve seen an increase in ROI and transformed our contact centre into an effective operation. We work smarter, better, take more calls and provide improved customer service. ICA knows that delighting customers increases revenue and their solutions are helping our business grow.” Melissa Savage, Contact Centre Manager
