EBSCO Information Services is the leading provider of discovery services, databases, and other information resources and services for libraries worldwide.

EBSCO CSS was quickly transitioning off of their legacy telephony provider, Cisco, and needed a solution that would:

• Provide better analytics for actionable insights
• Fully integrate for a true omni-channel agent experience
• Improve Agent performance and reduce total cost of ownership

EBSCO partnered with Thunder for their Service Cloud Voice expertise, to implement a system that is easy for them to maintain and update. Thunder migrated their 17 line call center off Cisco and onto SCV in just 10 weeks. Thunder was also challenged to integrate EBSCO’s credit card processes, but this did not affect project Go-Live date or budget. 

The successful delivery earned Thunder a 5-star CSAT rating from EBSCO.

• Reduced Average Handle Time
• Reduced Supervisor Admin Time
• Increased Agent Productivity