How a CCaaS Provider Modernized With Google Cloud and Advanced Data Analytics

With rapid growth and an expanding customer base, a leading provider of contact center-as-a-service (CCaaS) solutions, delivering agent services across industries such as insurance, retail and healthcare faced challenges in managing data silos and optimizing operations.

By utilizing its Google Cloud expertise, CDW stepped in to help the customer streamline its digital transformation, providing proven strategies and cutting-edge solutions. Additionally, CDW’s project-based pricing model ensured cost control throughout the process.

The CCaaS provider generated vast amounts of customer and functionality-specific data, but much of it was stored in isolated systems. These data silos restricted the company’s ability to gain actionable insights and perform advanced data analytics effectively. Addressing this barrier was critical to unlocking the customer’s full potential for operational excellence and innovation.

To accelerate efficiency, CDW introduced a contact center domain that could be launched with just a single line of code. This solution enabled the customer to quickly configure infrastructure to extract data from various systems and seamlessly integrate it into a unified data lake. Beyond implementation, CDW provided knowledge-transfer sessions and detailed documentation, equipping the customer’s team to maintain and optimize their operations for the long term.

CDW consolidated Liveops’ previously scattered datasets into a single data lake. This transformation allowed the customer to establish a “single source of truth” for call statistics and actionable insights. With this unified platform, the company could better analyze individual programs, identify revenue opportunities, and evolve its business practices strategically.

Within just 10 weeks, CDW designed and delivered a call redaction system powered by Google Cloud. The insights derived from new analytics capabilities are set to enhance agent retention by over 10%, boost revenue per client by 10–15%, and increase the new business pipeline by more than 5%.

Through CDW’s expertise and innovative solutions, the CCaaS provider is now empowered to operate at peak performance, driving growth while continuing to deliver exceptional results for its customers.