Dojo is a company that prides itself on providing exceptional customer service to its clients – indeed, the business has built a reputation for delivering high- quality customer support. However, Dojo’s contact centre platform was approaching end-of-life and did
not enable the next-generation of functionality that the business sought to continue to manage customer enquiries in the most efficient and timely way. Likewise, the Workforce Management (WFM) system the business used necessitated a lot of manual work, which was time-consuming and would only become more restrictive as the business grew.
As a result, the Dojo leadership team recognised the need to upgrade its systems and sought to modernise its customer service technology platforms to improve efficiency and effectiveness. Integration was a big priority, as the business needed to ensure that any new platform could be integrated seamlessly with other applications used within the service centre.
