Despite their large pool of 133 FTEs — providing 24/7 business-to-business (B2B) and 12/7 business-to-customer (B2C) service, from their main delivery centers in North and South Japan — the client was struggling to provide real-time voice, email, and back-office support, since its ever-growing user and merchant base was generating more than 6,000 transactions a month.
