Case Studies

Small Security Company

17 Agents

Original Systems

  • Star PBX

Business Challenges

  • Long response times - not meeting their goal of 6 minutes, a commitment to their customers
  • Experiencing downtime that is negatively affecting CX
  • No redundant systems in place to take over during downtimes
  • Scattered customer data making it difficult to measure and manage the contact centers performance

Current Systems

  • Genesys Cloud CX (17 seats)
  • Genesys Cloud CX Communicate Users (4 seats)
  • Microsoft Dynamics 365 Data Actions
  • iOS & Android apps

Outcomes

  • The commitment to fast, efficient response time to customer requests (6 minutes or less) is achieved by utilizing smart, capable routing techniques (Bullseye routing) with a live agent answering each customer call
  • Built-in failover contingency to mobile phones in case of internet infrastructure downtime has driven confidence with their customers to be there when they need Avante Security
  • CRM integration with MS Dynamics provides their agents with informative customer data to make quick decisions and take the necessary actions

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