The challenge
Credit Secrets needed to bring contact center operations in-house. The challenge: the company needed seasonal flexibility, work-from-home agent oversight, and complete reporting visibility — all with a pay-as-you-go pricing model.
No annual contracts. No forklift upgrades. No flying blind on remote agent performance.
The solution
SingleComm partnered with AWS to deliver a powerful combination:
- Cloud-based ACD for skills-based routing at any scale
- Guided Interactions through Workflow for consistent agent-customer conversations
- Analytics tools for custom reporting and real-time visibility
The joint platform was purpose-built for the elastic, work-from-home-heavy posture Credit Secrets needed.
The results
Credit Secrets was able to start using the AWS/SingleComm platform contact center solution in just days. This accelerated speed-to-market and the ability to stair-step the implementation allowed WFH agents to maintain important client KPIs right through the migration and cutover.
The unified platform also delivered actionable insights via custom reporting, optimizing communications and results across every campaign — with costs that scaled with seasonal volume instead of sitting as fixed overhead.
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