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ACI

Company Description

ACI Worldwide is a leading provider of software and services solutions to initiate, manage, secure and operate electronic payments for major banks, retailers and processors around the world. ACI Agile Payments Solution offers a vision for the future for financial institutions of an integrated solution that can meet all their payment needs – from a single service to a complete toolset. Today, ACI products deliver payment processing, online banking, fraud prevention and detection, and back-office services. ACI solutions provide agility, reliability, manageability and scale to customers around the world.

Video

Cloud Story: SaaS Implementation - Salesforce CRM

Business Need: Global Call Center Modernization 

• Replace Clarify to better manage call volumes for global support team
• Expand current Sales Cloud usage to a full CRM with Service Cloud
  
  

Appirio Solution: Service Cloud - Call Center, Customer Portal, Knowledge

• Implemented Salesforce Service Cloud, including Call Center, Customer Portal, and Knowledge (InStranet)
• Enabled self-service by providing portal users direct access to known solutions from knowledgebase

Results: 1,000 agents, Clarify Migration

• 1,000 Call Center agents
• Migrated 200,000 cases and 1,200,000 case comments from legacy Clarify system