A rapidly growing retail brand serving customers across the U.S. was experiencing a surge in customer inquiries across orders, returns, and product support. With over 100,000+ monthly interactions, their traditional call center model became increasingly expensive and difficult to scale.

High infrastructure costs, inefficient staffing, and rising cost per interaction made it clear that the existing setup was unsustainable. The company needed a cost-effective, scalable contact center solution for high-volume customer support.

To address this, they partnered with Tollanis to implement a remote-first, AI-powered cloud contact center solution (CCaaS)—designed to reduce costs while improving performance across all customer touchpoints.

“We replaced a costly, rigid system with a scalable, AI-driven contact center—and the results were immediate.”

A Challenge Rooted in Cost, Scale, and Efficiency

As customer demand increased, the company faced multiple operational challenges common in traditional call center environments:

• High overhead costs due to office infrastructure and facilities

• Inability to scale efficiently during peak sales periods

• Increasing cost per call impacting profitability

• Repetitive customer queries overwhelming agents

• Limited ability to deliver consistent omnichannel support

Despite strong product demand, the lack of an efficient contact center service provider was limiting growth and profitability.

The company needed a best-in-class contact center solution that is both scalable and cost-efficient for growing businesses.

Tollanis Delivers a Cost-Leading AI Hybrid Contact Center

AI-Powered Inbound Contact Center Solution

• Automates high-volume, repetitive queries instantly

• Reduces agent workload while improving response speed

• Ensures zero wait time and zero missed calls

Remote-First Contact Center Services (Cost Advantage)

• Eliminates facility and infrastructure costs completely

• Enables flexible, on-demand workforce scaling

• Provides one of the most cost-effective contact center solutions in the market

Omnichannel Cloud Contact Center Platform

• Unified support across voice, chat, and email

• Consistent customer experience across all channels

• Real-time dashboards for performance tracking and optimization

The Results: Measurable Gains in Cost and Performance

The implementation of Tollanis’ cloud contact center solution delivered significant, quantifiable outcomes:

• 45% reduction in overall contact center operational costs

• 72% of customer queries handled through AI automation

• 100% call answer rate with zero missed customer interactions

• Faster response times improving customer satisfaction and retention

• Scalable infrastructure supporting peak demand without additional cost

The Bottom Line

By adopting a contact center as a service (CCaaS) model with a remote-first, AI hybrid approach, the company transformed its support operations into a high-performance, cost-efficient customer engagement engine.

Tollanis proved that businesses no longer need expensive infrastructure to deliver world-class support—making it one of the best contact center solutions for small and mid-sized businesses looking to scale efficiently.