Case Studies

Small Services Company

16 Agents

Original Systems

  • NC3
  • Telecom services provided by Star Telecom
  • StarPBX

Business Challenges

  • Data & insights for email interactions were not available through Outlook
  • Lack of full insight into contact center performance stalling CX improvements
  • No integration available for Outlook with previous cloud contact center solution
  • Unable to measure performance and improve on email interactions due to lack of comprehensive data

Current Systems

  • Genesys Cloud CX
  • Inbound, outbound, email

Outcomes

  • Full view into email interaction data allowing for actionable insights for CX improvements
  • Integrated voice and email channels, efficiently routed to agents for a better customer experience
  • Integrated reporting and operational management views to help drive key business decisions
  • Call recording enabled with transcriptions to help identify key moments in call recording

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