Case Studies

Large Entertainment Company

165 Agents

Original Systems

  • Mitel, IP Telephony
  • On-premise contact center
  • ServiceNow

Business Challenges

  • High contact center costs due to large number of on-premise agents (real estate, hardware, IT infrastructure, other overhead costs)
  • Lack of management information about the contact center
  • High costs due to management including planning and
    administration of on premise contact center
  • Large use of live agent time with no self service options
    (increased telco costs, decreased agent availability)

Current Systems

  • Genesys Cloud CX
  • Star Telecom Telecom Services
  • ServiceNow integration

Outcomes

  • WFM solution provided to optimize scheduling and better performance management
  • Forecasting moved from Excel to an automated and more accurate methodology
  • Enabled ability for virtual (work from home) workforce quickly and sustainably
  • In-depth and real-time management information for contact center and workforce performance
  • Lower queues do to enabled self service options

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