Case Studies

Small Utilities Company

13 Agents

Original Systems

  • On Premise, Panasonic Windows Based IVR system
  • Northstar CMS, download data to SQL

Business Challenges

  • Limited self-help options requiring large live agent interactions
  • Limit to only 20 concurrent calls, need more inbound lines to handle large call volumes
  • Unable to efficiently identify new KPIs due to limited reporting options
  • Not able to record dynamic messages during outage events
  • Lack of integrations for more efficiency and personalized experiences

Current Systems

  • Genesys Cloud CX
  • Voice CSAT
  • Selfserve ChatBot and Web Chat

Outcomes

  • MImproved Telecom - service line limits are no longer an issue and customers will not receive busy signal during outage
  • New Customer Communication Channels including Selfserve ChatBot and Web Chat which allows for more available agents
  • Voice CSAT implemented to gather CX data to identify new KPIs
  • IVR User Portal for easy on-demand in-house prompt changes

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