Case Studies

Small Security Company

55 Agents

Original Systems

  • Microsoft Dynamics Navision as CRM
  • Mitel for telephony

Business Challenges

  • Long contact center response times
  • Large call center backlog
  • Increased customer frustration
  • Multiple customer data systems
  • Lacking insight to contact center KPIs to help make informed business decisions

Current Systems

  • Genesys Cloud CX
  • Avtex Interaction Sync for Genesys Cloud Add-On
  • MS Dynamics 365 as CRM
  • Global IVR setup with queue-based routing

Outcomes

  • Implemented a fully integrated, efficient ‘one screen’ call center solution serving USA, UK and India locations serving Rapiscan Systems global customers
  • Reporting dashboard solution that delivers standardization, automation, and self-service capabilities to improve business model
  • Achieved full omni-channel solution
  • Robust Agent Monitoring

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