Styles

Template

Small Software Company

50 Agents
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    Original Systems

    • Zendesk
    • Salesforce
    • Separate call recording system
    • 3CX Phone System
    • Ring Central
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    Business Challenges

    • Inability to review call recordings
    • Call quality issues (static, dropped calls) causing miscommunications
    • Downtime causing upset customers
    • Inefficiencies from managing disparate systems
    • Poor CX
    • Non-personalized experiences with lack of customer history/context per interaction
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    Current Systems

    • Genesys Cloud CX
    • Telecom Services by Star Telecom
    • Integration with Salesforce and Zendesk
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    Outcomes

    • All channels managed more efficiently with one system and interface for all interactions
    • Single & reliable telco provider with 24x7 support for seamless, clear and quality interactions
    • End-to-end provider for entire CX solution
    • Greatly improved CX with more personalized interactions through CRM integrations
    • Call recordings and key data accessible on demand to identify new KPIs

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