The Challenge: A Growing Business, A Data Bottleneck
OneTouch Direct, a global customer engagement and BPO services provider, was facing a digital conundrum. Their existing on-premise data infrastructure was buckling under the weight of rapid business expansion. Real-time data access was a challenge, reporting cycles were painfully slow, and decision-making was based on fragmented insights rather than a unified, real-time view.
Performance metrics, such as revenue per agent, cost per contact, and net promoter score (NPS), lacked real-time visibility, making it difficult to optimize operations and improve customer experience. The absence of scalable, cloud-based reporting solutions also hindered their ability to make strategic, data-driven decisions.
With a growing portfolio of clients and an increasing need for operational efficiency, OneTouch Direct realized they needed a cutting-edge solution that would centralize data, enhance reporting capabilities, and provide actionable insights. The urgency was clear: a cloud migration was no longer a luxury but a necessity.
