Fossil USA
After moving to a new location and implementing the brand new Cisco UCC Express, Fossil was in need of customized real-time and historical reporting as well as a reliable Key Performance Indicators visualization.
QUESTIONS
Michal Grebáč
Strategic Sales & Marketing Director
FOLLOW ME
 
 
  • ​“I was impressed with how everyone at 2Ring was there to help and able to do it so quickly. If there was a change in the structure of the delivered reports that needed to be made it would be made by the next day.”

    Nicole Medina
    Head of the Contact Center Fossil USA

ABOUT FOSSIL

Fossil is a well-known fashion design, development, marketing and distribution company recognized for brand and value. Fossil was founded in 1984 and was the first American brand to bring value and style to the watch category.The company's principal offerings include an extensive line of fashion watches sold under the company's proprietary and licensed brands. 

The company also offers complementary lines of small leather goods, belts, handbags, sunglasses, jewelry and apparel. The company's products are sold in department stores and specialty retail stores in over 90 countries around the world.

SITUATION

The contact center at Fossil fulfills many functions, but mostly processes inbound calls and e-mail. Fossil is also working on bringing chat on board as well. The agents help Fossil’s customers with warranties and repairs for their many brands and also process orders in a timely and professional manner.

At the end of summer 2011, Fossil decided to use its move to a new office space as an opportunity to upgrade its telephony (Nortel CS1000E) and call center infrastructure. The Cisco partner selected for this work was General Datatech, a Cisco Gold Partner.

After the deployment ended and the call center management and supervisors had the chance to use the out-of-the-box reporting capabilities of Cisco UCCX, they found that they were unable to gather enough data to analyze how well the center and the agents were doing. The UCCX solution also didn’t come with a dashboard solution. It was clear that Fossil was in need of custom reports – real-time and historical – as well as a dashboard application.

SOLUTION

General Datatech, a partner of 2Ring, decided that the solution with the best value for Fossil was 2Ring DASHBOARDS and 2Ring CUSTOMIZED REPORTING services. It was up to Fossil to decide which platform to use for the development of custom reports. Since Fossil was already using another 2Ring application – 2Ring CALL ACCOUNTING (formerly known as 2Ring TAS) on an MS SQL Server 2008, the final decision was to use the Reporting Services of this reliable Microsoft platform.

Not only did the solution leverage the existing infrastructure on the server side, the 2Ring DASHBOARDS solution, as a Windows client application, was also able to work with existing PCs and plasma screens. There was no need for additional hardware investment at all.

The solution consists of 5 customized historical reports and two sets of dashboard screen KPI layouts. Each part of the contact center is presented with specific data related to its work both in reports and on dashboard screens.

DELIVERABLES

These are the main benefits perceived by Fossil and delivered by 2Ring DASHBOARDS and CUSTOM REPORTING:

    • Detailed specification of Fossil’s requirements for custom reporting and the layout of the custom reports. It was prepared by 2Ring reporting specialists after multiple one-on-one Cisco Webex sessions focusing on requirement gathering and consultations.
    • Clear visibility of how the call center and the agents are doing in real-time (even for agents that are currently on the phone)
    • Data about the call center and agents’ performance is available in a timely and understandable manner
    • Useful data for coaching that improves the center as a whole.
    • Elimination of some of the time consuming manual processes used in the past
    • Real-time dashboard screen management
    • Hot messaging – ability to display important announcements on dashboard screens if necessary

 

ABOUT GENERAL DATATECH (GDT)

GDT logo

Founded in 1996, GDT is the 25th largest Cisco reseller in the world. GDT has built a solid reputation as the go-to-provider of large, complex, and strategic technology engagements. Their experienced, Cisco Certified, engineering staff and Professional Services team have real world experience, certifications, and the partnerships to deliver solutions that are truly best in class. Information about GDT can be found at: www.GDT.com​​