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


  • 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

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