PROJECT BACKGROUND

The Bare Escentuals call center served as a key interaction point between customers and the company and was significantly invested in its current infrastructure. Yet, Bare Escentuals lacked the functionality it needed to be efficient while facing rising costs of operation. Bare Essentials was seeking a way to enhance call center agent functionality and reduce administrative and employee costs for routine calls to their remote facility.

PROJECT OBJECTIVE

	To implement a call center solution that would leverage existing infrastructure
	To deliver enhance call center agent functionality
	To reduce administrative and employee costs for routine call center calls

PROJECT SCOPE

Bare Escentuals looked to UTDi who collaborated with Avaya to deploy a duplicated Media Server complex to serve Bare Escentuals’ telecommunications network. The solution provided call center agent handling, call recording, Multi-Media Messaging, and UCC Speech Access functionality. This high-end call routing solution is designed to deliver 99.999% reliability and positions the Bare Escentuals to receive an immediate return on investment.

UTDi worked with Bare Escentuals and Avaya to identify critical business needs and areas where improvement was possible and manageable. UTDi recommended and implemented an Avaya solution that would deliver measurable results, while also offering low cost of ownership.