Mid-Size Financial Company

85 Agents
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    Original Systems

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

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