Styles

Template

Small Utilities Company

30 Agents
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    Original Systems

    • On Premise Avaya Call Manager for UCaaS and CCaaS
    • Microsoft Teams
    • Rogers SIP Network
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    Business Challenges

    • Onsite technology expensive to maintain and upgrade
    • Data privacy is very important
    • Lack of Omnichannel to service their customers' choice communication method
    • Agent availability impacted due to large amounts of simple requests
    • Large call volumes during service outages (150K customers) causing long hold times and large queues
    • Not able to monitor all channels of customer communication
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    Current Systems

    • Genesys Cloud CX
    • Microsoft Teams
    • AWS Direct Connect
    • Customer authentication via IVR
    • CCaaS and UCaaS integration with Genesys Cloud and MS Teams
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    Outcomes

    • Setup AWS Direct Connect for enhanced service, reliability, and security
    • Personalized IVR experience by authenticating Customers in the IVR
    • Less hold times due to increased agent availability by offering self-service options for common and simple requests
    • IVR Portal for easy outage management
    • Integration to CIS System to improve agent workflow and lower AHD

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