Capital One Stays True to Brand With Proactive Contact Center Support From Continuant

Headquarters:

McLean, VA

Industry:

Financial

Locations:

750+

Employees:

~ 50,000

Revenue:

$ 26 Billion+

Background Challenge/Solution Outlook Next Steps

The Background

Boasting one of the most memorable ad slogans of all time—What’s in YOUR wallet?—Capital One Financial Corporation (NYSE: COF) may be one of the best-managed and technology-forward financial services firms, but it did not like spending too much for poor calling service.

The solution

Continuant, however, was certainly equipped to handle these challenges. Supporting all nationwide Capital One locations with proactive contact centers, Continuant offered the company improved and more intuitive service—all at a much more reasonable price. Best of all, Continuant made Capital One’s life much easier with dialer side support and access to Tier III engineers.

The challenge

Given Capital One’s record for managing finances, it didn’t take long for them to realize they were paying far too much for Avaya system support. Not only was the OEM’s support too expensive, but it also wasn’t even particularly good. Capital One was missing key engineering support on the dialer side, and without access to Tier III engineers, its own in-house engineering team was left struggling with problems that were either not in their wheelhouse or not an effective use of their time.

The outlook

With Continuant’s 24/7 support, this financial giant can happily answer its own question: “What’s in your wallet?”

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