Case Studies

Mid-Size Financial Company

85 Agents

Original Systems

  • Cisco Finesse
  • Verint (QM and speech)
  • Excel (WFM)
  • Doxim CRM

Business Challenges

  • Tight timelines to migrate to new CCaaS platform (1 month), current ACD contract expired
  • Poor member experiences due to lack of channels and obsolete technologies
  • Mitigate risks during transition to new CCaaS platform
  • Poor call quality and downtime from current provider affecting CX
    negatively
  • Poor telecom support with long timeframes to resolve issues
    which prolonged negative CX
  • Obsolete method of WFM with no forecasting available

Current Systems

  • Genesys Cloud CX
  • Telecom Service by Star Telecom
  • WFM solution for forecasting and scheduling
  • MS Dynamics
  • AWS Direct Connect

Outcomes

  • Developed and implemented a 3 phased, agile project plan to:
    • Meet urgent deadline to migrate like-for-like solution
      to Genesys Cloud CX in phase 1
    • Add all remaining existing functionality in phase 2
    • Plan for Future improvements in phase 3
    • Identify all possible risks
  • Improved member experience with multiple channels for support
  • Setup AWS Direct Connect for enhanced service, reliability and security
  • Superb call quality with no downtime ensuring consistent quality customer experiences and reduced agent frustration
  • Drastically improved WFM including scheduling and accurate forecasting

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