Case Studies

Small Software Company

50 Agents

Original Systems

  • Zendesk
  • Salesforce
  • Separate call recording system
  • 3CX Phone System
  • Ring Central

Business Challenges

  • Inability to review call recordings
  • Call quality issues (static, dropped calls) causing miscommunications
  • Downtime causing upset customers
  • Inefficiencies from managing disparate systems
  • Poor CX
  • Non-personalized experiences with lack of customer history/context per interaction

Current Systems

  • Genesys Cloud CX
  • Telecom Services by Star Telecom
  • Integration with Salesforce and Zendesk

Outcomes

  • All channels managed more efficiently with one system and interface for all interactions
  • Single & reliable telco provider with 24x7 support for seamless, clear and quality interactions
  • End-to-end provider for entire CX solution
  • Greatly improved CX with more personalized interactions through CRM integrations
  • Call recordings and key data accessible on demand to identify new KPIs

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