Business Case:
For the globally distributed support teams supporting large Enterprise customers, smooth handoffs and speedy resolution were key. Currently, disparate systems (in CRM & Telephony) was not efficient. Reporting and Metrics were not accurate.
Solution Implementation:
Expanded implementation of Connect, integration with ServiceNow, SSO and call logging/analytics platform. Continuing integration with Speech Analytics platforms for performance improvement. Dashboard and Custom Reporting were part of solution.
