Overview
A Traditional Training Institute providing training in Aviation, Hospitality and Travel Management with branches throughout India. The business was growing, and the number of new branches were multiplying, and so was the pressure on the contact center.
Challenges
- The current technology stack at the contact center was creating a lot of problems
- Systems were down
- Couldn’t integrate with other systems like CRM, Ticketing systems and features were outdated
Solutions
- Genesys PureConnect was selected for its robustness and the ability to serve the future requirements
- More than 18 silo campaigns were automated and integrated into six broad campaigns.
- More than 550 Agents were migrated to the modern contact center with proper training.
- By observing live agents, we re-engineered some of the processes to add more ease for the agents.
Results
- Upgraded the contact center without any of the operations getting interrupted.
- The potential per agent was improved by 80%. Automated Lead Management between CRM and Contact Center helped with faster closures.
- Outcome-based communication design reduced the workload and improved the productivity of agents.
- A Modern Contact Center that added velocity to the entire business process.
