Project Brief

Large Utilities Company

200 Agents

Original Systems

  • Avaya Aura Contact Center
  • CallPilot for voice menu prompts and announcements

Business Challenges

  • High technical resource usage for contact center maintenance
  • Inability to scale contact center on demand causing high queues and negatively impacting CX
  • High costs from live agent interactions for simple requests
  • Inability to constantly improve due to insufficient data on CC performance
  • Lack of multiple channels with legacy on-premise system
  • No options for remote agents
  • Low CSAT scores from certain areas: ease of use, AHT, FCR

Current Systems

  • Genesys Cloud CX

Outcomes

  • Minimal IT involvement for CC maintenance
  • Ability to scale agents up or down on demand based on call volume forecasting
  • Lower telco costs and reduced queues due to self service options for simple requests
  • Omnichannel capabilities with one interface for all interactions
  • Plentiful data on contact center performance and new KPIs identified for constant improvement
  • Remote agents deployed without IT resources
  • Increased CSAT scores due to lower AHT and increased FCR

Savings Calculator

Please fill your information in fields below

* This field is mandatory
* This field is mandatory
* This field is mandatory
* This field is mandatory

Yes I would like to receive email from Star Telecom about the latest in technology news, white papers, webcasts, events and more. Please check to subscribe. You may opt out at any time

PRIVACY STATEMENT: Please note we will never sell, rent or loan your email address to any outside company or organization.