Benefits Delivered

• Agents increased their efficiency by handling 30% more customer inquiries
• AI-driven customer service automated 40% of routine requests
• Customer retention increased by 15%

Benefits Delivered

• Agents achieved a 40% reduction in response time
• Healthcare providers reported a 35% improvement in patient satisfaction
• IT teams enjoyed secure cloud-based data management

Benefits Delivered

• Agents saw a 50% improvement in call routing efficiency
• Managers gained actionable insights through real-time reporting, such as identifying peak call times and monitoring agent performance
• The IT department benefited from streamlined infrastructure management

• Scalability: Difficulties in accommodating growth and managing call flows
• Lack of Analytics: Absence of performance tracking and data-driven insights
• Cost Inefficiency: Flat-rate pricing led to higher operational costs

• Scalability: Expanded to 15 agents with flexible phone numbers and softphone telephony
• Advanced Features: Introduced IVR, multiple queues, shared voicemail, and real-time reporting
• Cost Efficiency: Shifted to a usage-based pricing model for better cost management

• Enhanced Service: Improved call routing and increased customer satisfaction
• Boosted Productivity: Streamlined workflows and higher agent efficiency
• Better Insights: Enabled data-driven decisions with real-time analytics
• Cost Savings: Reduced operational expenses through flexible pricing

• Contact Center Agents
• Managers
• IT Team
• CXOs

• Seamless integration with Avaya CMS via secure SSH communication
• Scalable infrastructure to accommodate expanding data sources and multiple display screens
• A comprehensive real-time alert system to notify agents and supervisors when KPIs approached critical thresholds
• Full compliance with the bank’s stringent IT security policies

Benefits Delivered

• Enhanced visibility across the contact center with real-time performance updates
• Immediate alert notifications for agents and supervisors, driving improved responsiveness
• Boosted agent performance through instant access to live operational data
• Compliance with all security standards, ensuring a secure, seamless integration

Beneficiaries

• Contact Center Agents: Instant access to real-time performance data, allowing for proactive adjustments
• Supervisors/Managers: Immediate alerts on key performance thresholds, enabling faster, data-driven decisions
• IT and Compliance Teams: Full integration with existing infrastructure while meeting all security requirements

Benefits Delivered

• Faster decision-making for agents through real-time data visualization.
• Enhanced agent performance due to improved adherence to schedules and visibility into call center operations.
• University-wide communication improvements through targeted messages and modern technology displays.

Beneficiaries

• Contact Center Agents: Access to real-time metrics for better responsiveness.
• University Management: Improved communication with students and staff through centralized information systems.
• Campus Visitors: A modern and efficient communication system providing up-to-date information.

Benefits Delivered

• Reduction in call abandonment rates, improving service levels.
• Increased agent engagement with real-time data, boosting morale and communication with management.
• Enhanced remote work capabilities for managers through XorceView’s flexible, customized reporting.

Beneficiaries

• Contact Center Agents: Real-time insight into call queues and performance metrics, leading to improved handling of customer interactions.
• Supervisors: Ability to track key metrics remotely, allowing for more effective staff management.
• Management: Better decision-making based on comprehensive, live reporting data.

Benefits Delivered

• Significant reduction in call abandonment rates within the first 30 days.
• Improved customer satisfaction and SLA adherence.
• Boost in agent morale due to improved visibility into call center performance, leading to proactive rather than reactive management.

Beneficiaries

• Call Center Agents: Direct access to real-time performance data, leading to better engagement and responsiveness.
• Team Leaders: Enhanced communication with agents, allowing for quick corrective actions.
• Upper Management: Improved SLA adherence and customer satisfaction through comprehensive reporting.

Benefits Delivered

• Improved communication across all employees, not just call center staff.
• Enhanced agent performance during high call volume periods caused by weather events.
• Seamless integration of real-time call center data and weather information, improving decision-making during crises.

Beneficiaries

• Contact Center Agents: Improved performance metrics, especially during weather-related call spikes.
• Company Management: More effective communication across the organization, reducing misinformation.
• IT and Operations Teams: Streamlined data integration from multiple sources for enhanced operational insights.