Customer Success Stories
See how we've helped our clients achieve their business goals with our expert contact center services.
Growing Online Marketplace
About the Client
A rapidly growing online marketplace for artisan goods, connecting a diverse community of sellers and buyers.
The Journey
As the marketplace grew, so did the complexity of customer service. The team was struggling to keep up with the ever-increasing number of sellers and products, leading to inconsistent service quality. We partnered with them to deploy an AI-powered Agent Assist solution on their Genesys Cloud platform. The solution provides real-time transcription, sentiment analysis, and next-best-action recommendations to agents, empowering them to deliver exceptional service every time.
"The AI solution has transformed our agent experience. They are more confident, efficient, and can focus on building customer rapport instead of searching for information."
Head of Seller Support
Results Achieved
Regional Financial Institution
About the Client
A regional financial institution with a strong commitment to member satisfaction and community engagement.
The Journey
The institution wanted to provide its members with 24/7 self-service options for common banking queries to improve member satisfaction and reduce wait times. We designed and implemented a conversational IVR and a suite of chatbots (web and social) using Google CCAI. The solution handles balance inquiries, transaction history, and FAQs, with secure authentication and seamless escalation to live agents.
"The intelligence of the bots has been remarkable. Our members are happier with the self-service options, and our agents can now focus on the most critical support needs."
VP of Member Services
Results Achieved
Regional E-commerce Business
About the Client
A growing e-commerce business with a loyal customer base and a focus on personalized service.
The Journey
The business needed to upgrade their contact center to Genesys Cloud to better handle seasonal peaks and provide better customer service. We implemented a cost-effective Genesys Cloud solution with custom IVR flows and CRM integration, enabling their small team to handle increasing call volumes efficiently.
"The migration to Genesys Cloud has helped us compete with larger retailers while maintaining our personal touch with customers."
Customer Service Manager
Results Achieved
Local Medical Practice
About the Client
A growing medical practice with multiple locations, dedicated to providing high-quality patient care.
The Journey
The practice was struggling to efficiently manage their small team of agents while maintaining high-quality patient service. We implemented a right-sized Avaya Workforce Optimization solution, focusing on smart scheduling and quality monitoring to maximize their team’s effectiveness.
"The workforce optimization solution has helped our small team work smarter, not harder, while improving both agent and patient satisfaction."
Practice Manager
Results Achieved
Regional Insurance Agency
About the Client
A regional insurance agency with a reputation for excellent customer service and a growing client base.
The Journey
The agency needed to optimize their existing Cisco contact center to better serve their expanding client base while keeping costs manageable. We provided targeted support and optimization services for their Cisco platform, implementing efficient call routing and reporting while training their in-house team.
"The optimizations have helped us deliver enterprise-level service with our modest-sized team, significantly improving our customer experience."
Operations Manager
Results Achieved
Ready to Start Your Success Story?
Let's discuss how we can help you achieve similar results for your contact center.