Project Brief

Large Retail Company

500 Agents

Original Systems

  • NC3
  • Telecom Services by Star Telecom
  • Avaya Premise - 3rd Party BPO
  • Salesforce
  • Premise PBX used as call center telephony technology for some departments
  • Star - Telephony
  • Star - IVR
  • Geek Squad IVR hosted by US Division - limited control and no access for changes
  • Star Auto Alert Voice & SMS

Business Challenges

  • Disparate systems between departments/partners
  • Lack of total control over technology to drive customer experience
    and outcome
  • Lack of centralized call center stat reporting (reporting had to be provided to Best Buy Canada v. generated themselves)
  • Inability to make frequent IVR changes themselves, requiring IT resources and time
  • Limited/no integration to Salesforce

Current Systems

  • Genesys Cloud CX
  • Salesforce
  • Telecom Services by Star Telecom
  • Star Auto Alert - Voice & SMS
  • Salesforce integration with Genesys


  • Single unified omni-channel partner shared between BBYC divisions and partners
  • Single reporting view on all customer activity across the organization - all channels
  • CRM integration allows agents to view customer summaries on-demand and per interaction - more personalized experiences
  • Ability to make customizations as needed to flows across all divisions
  • Direct access to call/screen recordings as needed
  • Platform base for future technology adoption - bots/voice
    biometrics/API integrations

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