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Large Entertainment Company

165 Agents
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    Original Systems

    • Mitel, IP Telephony
    • On-premise contact center
    • ServiceNow
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    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)
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    Current Systems

    • Genesys Cloud CX
    • Star Telecom Telecom Services
    • ServiceNow integration
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    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 a virtual (work from home) workforce quickly and sustainably
    • In-depth and real-time management information for contact center and workforce performance
    • Lower queues due to enabled self-service options

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