Styles

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Large Retail Company

500 Agents
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    Original Systems

    • NC3
    • Telecom Services by Star Telecom
    • Avaya Premise - 3rd Party BPO
    • Salesforce
    • Premise PBX used as call center telephony technology for some departments
    • Star - Telephony
    • Star - IVR
    • Geek Squad IVR hosted by US Division - limited control and no access for changes
    • Star Auto Alert Voice & SMS
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    Business Challenges

    • Disparate systems between departments/partners
    • Lack of total control over technology to drive customer experience and outcome
    • Lack of centralized call center stat reporting (reporting had to be provided to Best Buy Canada v. generated themselves)
    • Inability to make frequent IVR changes themselves, requiring IT resources and time
    • Limited/no integration to Salesforce
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    Current Systems

    • Genesys Cloud CX
    • Salesforce
    • Telecom Services by Star Telecom
    • Star Auto Alert - Voice & SMS
    • Salesforce integration with Genesys
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    Outcomes

    • Single unified omni-channel partner shared between BBYC divisions and partners
    • Single reporting view on all customer activity across the organization - all channels
    • CRM integration allows agents to view customer summaries on-demand and per interaction - more personalized experiences
    • Ability to make customizations as needed to flows across all divisions
    • Direct access to call/screen recordings as needed
    • Platform base for future technology adoption - bots/voice biometrics/API integrations

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