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Large Utilities Company

200 Agents
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    Original Systems

    • Avaya Aura Contact Center
    • CallPilot for voice menu prompts and announcements
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    Business Challenges

    • High technical resource usage for contact center maintenance
    • Inability to scale contact center on demand causing high queues and negatively impacting CX
    • High costs from live agent interactions for simple requests
    • Inability to constantly improve due to insufficient data on CC performance
    • Lack of multiple channels with legacy on-premise system
    • No options for remote agents
    • Low CSAT scores from certain areas: ease of use, AHT, FCR
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    Current Systems

    • Genesys Cloud CX
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    Outcomes

    • Minimal IT involvement for CC maintenance
    • Ability to scale agents up or down on demand based on call volume forecasting
    • Lower telco costs and reduced queues due to self-service options for simple requests
    • Omnichannel capabilities with one interface for all interactions
    • Plentiful data on contact center performance and new KPIs identified for constant improvement
    • Remote agents deployed without IT resources
    • Increased CSAT scores due to lower AHT and increased FCR

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