Project Brief

Small Services Company

20 Agents

Original Systems

  • Netvox - VOIP Phone Service
  • HubSpot CRM

Business Challenges

  • No routing - calls group ring all agents resulting in high transfer rates and low FCR rates
  • Less personalized experiences and longer AHT due to no CRM integration for customer context and history per interaction
  • Losing track of complete comprehensive contact center, causing inefficiencies

Current Systems

  • Genesys Cloud CX
  • HubSpot CRM
  • Skill-based routing
  • Call recording
  • CRM integration
  • HubSpot iFramed into script


  • Skill-based routing enabled for faster call resolution times and increased FCR rates
  • Call recording enabled with with transcriptions to help identify key moments in recordings
  • HubSpot integration enabled for agent scripts for quick customer history viewing for more personalized CX
  • Improved reporting capabilities to identify new KPIs for constant CC improvement
  • Groundwork for future call center technology adoption

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