Case Studies
Large Not-For-Profit Company
288 Agents
Original Systems
- Cisco (Inbound)
- Outlook (Email)
- LiveHelpNow (Chat)
- Genesys (Outbound)
Business Challenges
- Lacking efficiency – agents needing to log out of one system, and into another in order to keep up with fluctuating queue volumes
- Tedious reporting – for a holistic view of department performance, PIC had to manually combine data from various sources in order to get the reports needed
- Delayed performance management – Donor Care leadership unable to see consistent live insights to individual team members’ productivity
Current Systems
- Genesys Cloud CX (Inbound, Outbound, Email, Chat)
Outcomes
- Improved Efficiency – PIC is now in a fully blended environment with no need to switch back and forth between systems anymore
- Effective Reporting – PIC is now able to get the majority data from one source, instead of the various sources in the past
- Performance management – Donor Care leadership is now able to see both real time & periodical insights to individual team members’ productivity