Project Brief

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

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.