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Mid-Size Financial Company

85 Agents
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    Original Systems

    • Genesys Cloud CX
    • Genesys Cloud Voice
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    Business Challenges

    • Inability to add Genesys functionality based on internal resource constraints/knowledge
    • Limited Architect knowledge
    • Limited ability to identify and track new Genesys features on roadmap, and identify those that can provide a business impact to their organization
    • Telco management
    • Required voice biometrics for faster authentication - high AHT caused larger telco costs (target was to reduce AHT by 15-20%)
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    Current Systems

    • Genesys Cloud CX
    • Telecom Service by Star Telecom
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    Outcomes

    • More business value from using Genesys Cloud CX functionality
    • Faster time to value from faster deployment of Genesys Cloud CX functionality
    • Lower telecom operating costs
    • Star Telecom’s evaluation revealed voice biometrics were not needed by identifying non-optimized IVR flows being the root cause
      • IVR flows for authentication were optimized and target of 15-20% reduction in AHT was achieved
      • KF also had additional cost savings by not implementing voice biometrics

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