Style

Template

Small Security Company

17 Agents
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    Original Systems

    • Star PBX
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    Business Challenges

    • Long response times - not meeting their goal of 6 minutes, a commitment to their customers
    • Experiencing downtime that is negatively affecting CX
    • No redundant systems in place to take over during downtimes
    • Scattered customer data making it difficult to measure and manage the contact centers performance
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    Current Systems

    • Genesys Cloud CX (17 seats)
    • Genesys Cloud CX Communicate Users (4 seats)
    • Microsoft Dynamics 365 Data Actions
    • iOS & Android apps
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    Outcomes

    • The commitment to fast, efficient response time to customer requests (6 minutes or less) is achieved by utilizing smart, capable routing techniques (Bullseye routing) with a live agent answering each customer call
    • Built-in failover contingency to mobile phones in case of internet infrastructure downtime has driven confidence with their customers to be there when they need Avante Security
    • CRM integration with MS Dynamics provides their agents with informative customer data to make quick decisions and take the necessary actions

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