As Coop continued to grow, its legacy customer communication system could no longer support the scale, flexibility, and customer experience the business required. Siloed operations, limited service channels, manual processes, and a lack of reporting made it difficult to efficiently serve customers and optimize performance.

To support its customer-first strategy, Coop partnered with Bucher + Suter to implement Cisco UCCE and create a unified contact center environment. The new platform centralized routing and queuing, enabled omnichannel customer care, improved visibility into operations, and provided the scalability needed to support future growth.