Case Studies

Large Financial Company

150 Agents

Original Systems

  • Talkdesk
  • Zendesk for email
  • Salesforce CRM

Business Challenges

  • No forecasting and scheduling available with RTR resource
  • Authentication and payments only available with live
    agents resulting in higher telco costs
  • Complex IVR system impacting CX and Transfer Rates
  • Salesforce not integrated with IVR system

Current Systems

  • Genesys Cloud CX
  • Telecom Services by Star Telecom
  • Salesforce integration
  • IVR authentication and payment system

Outcomes

  • WFM solution implemented and allows for forecasting and scheduling
  • IVR authentication and payment system with no live agent intervention - reducing telco costs
  • Simple, effective IVR system implemented improving CX, lowering transfer rates and increasing FCR rates
  • Salesforce CRM integrated with IVR and Genesys Cloud CX improving personalized interactions

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