Styles

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Small Services Company

16 Agents
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    Original Systems

    • NC3
    • Telecom services provided by Star Telecom
    • StarPBX
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    Business Challenges

    • Data & insights for email interactions were not available through Outlook
    • Lack of full insight into contact center performance stalling CX improvements
    • No integration available for Outlook with previous cloud contact center solution
    • Unable to measure performance and improve on email interactions due to lack of comprehensive data
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    Current Systems

    • Genesys Cloud CX
    • Inbound, outbound, email
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    Outcomes

    • Full view into email interaction data allowing for actionable insights for CX improvements
    • Integrated voice and email channels, efficiently routed to agents for a better customer experience
    • Integrated reporting and operational management views to help drive key business decisions
    • Call recording enabled with transcriptions to help identify key moments in call recording

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