Small Utilities Company (Page 2)

Original Systems
- On Premise Avaya Call Manager for UCaaS and CCaaS
- Microsoft Teams
- Rogers SIP Network
Business Challenges
- Onsite technology expensive to maintain and upgrade
- Data privacy is very important
- Lack of Omnichannel to service their customers' choice communication method
- Agent availability impacted due to large amounts of simple requests
- Large call volumes during service outages (150K customers) causing long hold times and large queues
- Not able to monitor all channels of customer communication
Current Systems
- Genesys Cloud CX
- Microsoft Teams
- AWS Direct Connect
- Customer authentication via IVR
- CCaaS and UCaaS integration with Genesys Cloud and MS Teams
Outcomes
- Setup AWS Direct Connect for enhanced service, reliability, and security
- Personalized IVR experience by authenticating Customers in the IVR
- Less hold times due to increased agent availability by offering self-service options for common and simple requests
- IVR Portal for easy outage management
- Integration to CIS System to improve agent workflow and lower AHD

Small Utilities Company