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Small Utilities Company

13 Agents
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    Original Systems

    • On Premise, Panasonic Windows Based IVR system
    • Northstar CMS, download data to SQL
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    Business Challenges

    • Limited self-help options requiring large live agent interactions
    • Limit to only 20 concurrent calls, need more inbound lines to handle large call volumes
    • Unable to efficiently identify new KPIs due to limited reporting options
    • Not able to record dynamic messages during outage events
    • Lack of integrations for more efficiency and personalized experiences
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    Current Systems

    • Genesys Cloud CX
    • Voice CSAT
    • Selfserve ChatBot and Web Chat
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    Outcomes

    • Improved Telecom - service line limits are no longer an issue and customers will not receive busy signal during outage
    • New Customer Communication Channels including Selfserve ChatBot and Web Chat which allows for more available agents
    • Voice CSAT implemented to gather CX data to identify new KPIs
    • IVR User Portal for easy on-demand in-house prompt changes

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