FTS Case Study

Executive Summary

FTS is a well-established BPO headquartered in Ontario, Canada.

When FTS determined it needed a technology refresh to stay competitive and continue to deliver for its customers, it conducted an extensive search of contact center infrastructure providers.

FTS selected Nextiva due to the ease of deployment, immediate on-paper ROI for the transition, and numerous efficiencies from the new platform.

Since going live, FTS has seen rapid and significant increases in efficiency, resulting in greater customer satisfaction from their BPO clients.

FTS: Business Process Outsourcing

The success FTS has had thanks to its relationship with Nextiva exemplifies the benefits that Nextiva can offer BPOs needing digital transformation.

Many BPOs still use on-premises software and have yet to reap the benefits of enterprise automation and artificial intelligence. Most legacy systems in use by these BPOs would require third-party vendors to bolt on these modernized capabilities.

Therefore, many BPOs are looking for replacement platforms to reduce complexity/vendor count, move from on-premises software to modern cloud platforms, and open up a clear path to omnichannel capabilities and advanced campaign management.

FTS’s Goals & Nextiva

  • FTS sought a technology upgrade to its contact center platform, as they needed a refresh to maintain competitive edge. Additionally, it was a key goal for TS to move from on-premises software to a cloud deployment.
  • FTS also wanted to introduce automation into their campaigns to increase efficiencies.
  • FTS also aimed to reduce vendor count and eliminate problematic multi-platform integrations. FTS’ legacy system had bandwidth limitations, including a hard limit on simultaneous interactions
  • FTS also had to manually locate FTP recordings at end of each shift, which was costly in terms of time and resources.

About FTS

FTS has a wide portfolio of BPO customers, with a significant client base in the pharmaceutical industry and financial services. It has been in business since 1999.

Results & Benefits

Since the transition to Nextiva, FTS has seen significant enhancements to their operations:

BeforeWith Nextiva
To collect SLA and KPI data,
FTS had to run hundreds of separate
reports, extract relevant data, and
manually build spreadsheets to get
to the insights required. This was not
reliable from a data integrity perspective
and took significant staff time .
Nextiva’s agent-to-agent chat allows agents to consult with each other/supervisors during a call. This led to increased FCR (First Call Resolution) and reduced on-hold/transfers.
Accessing recordings was a manually intense activity requiring FTS staff to download and send 10% of calls every day to customers.Nextiva automated this with a single click. FTS estimates this has led to a 20% time reduction for staff repurposed towards better activities.
Bandwidth limitations plagued FTS in many ways, from limiting simultaneous interactions to hardware. This stressed the business during peak season usage.Nextiva’s NPA (Network Provisioning Assistant) automated sending call recordings via FTP. This equates to 1 FTE in terms of time saved.
Platform was not compliant with HIPAA and PCI.Nextiva is third-party certified in HIPAA and PCI. FTS is now in compliance.
Agents were on their own during interactions – no way to get supervisor/other agent help during a call.Nextiva’s agent-to-agent chat allows agents to consult with each other/supervisors during a call. This increased FCR (First Call Resolution) and reduced on-hold/transfers.
“Nextiva has dramatically improved our productivity and ability to better service our customers and has delivered exactly what we were looking with our technology upgrade initiative. From an operational perspective, we are very pleased with the solution’s reliability, security and ability to take the stress of supporting our prior system off our IT staff. From a strategic perspective, we are even more excited about the additional digital and AI capabilities Nextiva offers.”