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Small Security Company

55 Agents
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    Original Systems

    • Microsoft Dynamics Navision as CRM
    • Mitel for telephony
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    Business Challenges

    • Long contact center response times
    • Large call center backlog
    • Increased customer frustration
    • Multiple customer data systems
    • Lacking insight to contact center KPIs to help make informed business decisions
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    Current Systems

    • Genesys Cloud CX
    • Avtex Interaction Sync for Genesys Cloud Add-On
    • MS Dynamics 365 as CRM
    • Global IVR setup with queue-based routing
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    Outcomes

    • Implemented a fully integrated, efficient ‘one screen’ call center solution serving USA, UK and India locations serving Rapiscan Systems global customers
    • Reporting dashboard solution that delivers standardization, automation, and self-service capabilities to improve business model
    • Achieved full omni-channel solution
    • Robust Agent Monitoring

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