Project Brief

Large Utilities Company

300 Agents

Original Systems

  • Traditional PBX
  • Hard phone physical devices
  • Lack of call recording capabilities
  • Quality management was disparate from the technology stack, managed through Excel
  • Difficult to maintain and premise based

Business Challenges

  • Little to no real time reporting capabilities
  • No historical reporting data analytics
  • PBX approach to call center operations (ring groups) versus call center optimization (queues/skills/regional and intra-regional routing)
  • Ability to manage a geographically diverse call center operation (7 regional locations, 50+ business units) in a single comprehensive platform
  • Lack of IVR for routing efficiencies

Current Systems

  • Genesys Cloud CX
    • Enhanced call routing
    • Speech recognition
    • Quality Management
    • Data analytics
  • Star Telecom Telecom Services

Outcomes

  • View into both real-time and historical customer demand trends, and can adjust operations as needed
  • Singular platform across all physical locations, quickly scalable
  • Enhanced IVR capabilities to get the customer to the right operating center (agent group) the first time
  • Improved FCR & decreased transfer rates by > 50%
  • Integrated quality management platform for coaching

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