Project Brief

Small Utilities Company

30 Agents

Original Systems

  • On Premise Avaya Call Manager for UCaaS and CCaaS
  • Microsoft Teams
  • Rogers SIP Network

Business Challenges

  • Onsite technology expensive to maintain and upgrade
  • Data privacy is very important
  • Lack of Omnichannel to service their customers choice communication method
  • Agent availability impacted due to large amounts of simple requests
  • Large call volumes during service outages (150K customers) causing long hold times and large queues
  • Not able to monitor all channels of customer communication

Current Systems

  • Genesys Cloud CX
  • Microsoft Teams
  • AWS Direct Connect
  • Customer authentication via IVR
  • CCaaS and UCaaS integration with Genesys Cloud and MS Teams


  • Setup AWS Direct Connect for enhanced service, reliability and security
  • Personalized IVR experience by authenticating Customers in the IVR
  • Less hold times due to increased agent availability by offering self-service options for common and simple requests
  • IVR Portal for easy outage management
  • Integration to CIS System to improve agent workflow and lower AHD

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