Project Brief

Small Transportation Company

60 Agents

Original Systems

  • CC Pro contact center solution (ControlMaxx / Intrado)
  • Two separate phone systems
    • CS Private: Control Max: Generic call tree flow (with round-robin queue)
    • CS Public: Mitel and Tel Expert: Skill-based routing / intelligent routing
  • CRM: Oracle (ERP+CRM)
  • Channels used: Voice for now

Business Challenges

  • Experiencing voice outages and long response times for telecom support, ultimately negatively affecting CX
  • Lack of detailed reporting capabilities for agents to identify their strengths and weaknesses
  • Lack of in-depth contact center reporting and unable to identify problem areas
  • No system in place to provide very little to no wait time for VIP customers
  • Lack of visibility into agent schedule adherence (breaks, online statuses, etc.)

Current Systems

  • Genesys Cloud CX (GC1)
  • Like-for-like IVR inbound implementation
  • VIP routing
  • CRM integration (OOB)
  • Star Telecom Telco
  • Single sign-on, SCIM Synch setup

Outcomes

  • Quality & reliable telecom services with 100% Uptime
  • Fast 24x7 phone, email, or ticket support
  • Highly efficient IVR with multiple routing options, while maintaining VIP routing for important clients
  • Improving EX & CX with real-time, detailed agent reporting with multiple exporting capabilities
  • Detailed agent status reporting
  • Identifying weaknesses & improving CC operations with comprehensive and best-in-class real-time contact center reporting
  • Queue roller setup for VIP callers that allows for very little to no wait time
  • Logout dispositions now allow for accurate reporting of agent break time and status adherence

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