Project Brief

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)


  • 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

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