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Large Not-For-Profit Company

288 Agents
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    Original Systems

    • Cisco (Inbound)
    • Outlook (Email)
    • LiveHelpNow (Chat)
    • Genesys (Outbound)
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    Business Challenges

    • Lacking efficiency – agents needing to log out of one system, and into another in order to keep up with fluctuating queue volumes
    • Tedious reporting – for a holistic view of department performance, PIC had to manually combine data from various sources in order to get the reports needed
    • Delayed performance management – Donor Care leadership unable to see consistent live insights to individual team members’ productivity
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    Current Systems

    • Genesys Cloud CX (Inbound, Outbound, Email, Chat)
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    Outcomes

    • Improved Efficiency – PIC is now in a fully blended environment with no need to switch back and forth between systems anymore
    • Effective Reporting – PIC is now able to get the majority data from one source, instead of the various sources in the past
    • Performance management – Donor Care leadership is now able to see both real-time & periodical insights to individual team members’ productivity

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