Small Transportation Company

Original Systems
- CC Pro contact center solution (ControlMaxx / Intrado)
- Two separate phone systems
- CRM: Oracle (ERP+CRM)
- Channels used: Voice for now
Business Challenges
- Experiencing voice outages and long response times for telecom support, ultimately negatively affecting CX
- Lack of detailed reporting capabilities for agents to identify their strengths and weaknesses
- Lack of in-depth contact center reporting and unable to identify problem areas
- No system in place to provide very little to no wait time for VIP customers
- Lack of visibility into agent schedule adherence (breaks, online statuses, etc.)
Current Systems
- Genesys Cloud CX (GC1)
- Star Telecom Telco
- CRM integration (OOB)
- Single sign-on, SCIM Synch setup
Outcomes
- Quality & reliable telecom services with 100% Uptime
- Fast 24x7 phone, email, or ticket support
- Highly efficient IVR with multiple routing options, while maintaining VIP routing for important clients
- Improving EX & CX with real-time, detailed agent reporting with multiple exporting capabilities
- Detailed agent status reporting
- Identifying weaknesses & improving CC operations with comprehensive and best-in-class real-time contact center reporting
- Queue roller setup for VIP callers that allows for very little to no wait time
- Logout dispositions now allow for accurate reporting of agent break time and status adherence

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