Case Studies

Mid-Size Financial Company

85 Agents

Original Systems

  • Genesys Cloud CX
  • Genesys Cloud Voice

Business Challenges

  • Inability to add Genesys functionality based on internal resource constraints/knowledge
  • Limited Architect knowledge
  • Limited ability to identify and track new Genesys features
    on roadmap, and identify those that can provide a
    business impact to their organization
  • Telco management
  • Required voice biometrics for faster authentication - high
    AHT caused larger telco costs (target was to reduce AHT by 15-20%)

Current Systems

  • Genesys Cloud CX
  • Telecom Service by Star Telecom

Outcomes

  • More business value from using Genesys Cloud CX functionality
  • Faster time to value from faster deployment of Genesys Cloud CX functionality
  • Lower telecom operating costs
  • Star Telecom’s evaluation revealed voice biometrics were
    not needed by identifying non-optimized IVR flows being the root cause

    • IVR flows for authentication were optimized and target of 15-20% reduction in AHT was achieved
    • KF also had additional cost savings by not implementing voice biometrics

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