A fast-growing e-commerce company faced challenges in scaling its contact center operations due to increasing call and chat volumes, leading to slower response times and customer dissatisfaction.
Migrated to a cloud-based contact center with omnichannel capabilities, introduced AI-driven customer service chatbots, and integrated API solutions for real-time updates on order statuses and returns.
Contact Center Agents, Managers, IT Team, CXOs
A healthcare provider struggled with fragmented communication across phone, email, and chat, leading to delayed responses and patient dissatisfaction.
Implemented a cloud contact center solution with integrated phone, email, SMS, and web chat. Deployed AI-powered voice assistants, and integrated a CRM system into the contact center.
Contact Center Agents, Healthcare Providers, IT, and Cybersecurity
A financial institution faced challenges managing high call volumes during peak times, leading to extended wait times and customer dissatisfaction.
Deployed AI-powered predictive dialer, implemented a contact center chatbot, and real-time reporting and call analytics.
Contact Center Agents, Managers, IT Team, CXOs
Professional Services Organization Embraced Amazon Connect
The organization struggled with their legacy contact center solution using traditional Plain Old Telephone Service (POTS). Key issues included:
The organization migrated to Amazon Connect, implementing:
A prominent bank in the APAC region was facing inefficiencies in its contact center operations, particularly with real-time visibility and scalability. The existing Avaya CMS system needed to be augmented to support growing number of data sources and by provisioning real-time performance metrics visibility. In addition, the bank's strict security policies required a solution that could integrate seamlessly without compromising compliance or operational functionality.
The NeXorce real-time reporting solution was deployed, providing:
A leading UK university was using outdated wallboards and sought a more flexible, advanced solution to improve both contact center operations and campus-wide communication. The system needed to display relevant information to various campus areas, including the call center, student reception, and media center, as well as provide real-time updates for staff and students.
NeXorce and VectraView were implemented to deliver real-time data capture from the Avaya CMS ACD and integrate with internal databases. The solution included IP-connected LCD screens across the campus to provide targeted messaging, call center statistics, video, and web content. The secure setup ensured protection of data and software.
New York City Transit, part of the largest transit system in North America, struggled with long call wait times and dropped calls. Their outdated system lacked real-time reporting making it difficult to maintain service levels and agents had no visibility to their performance.
NeXorce implemented a real-time reporting solution integrated with wallboards and XorceView, offering desktop visibility for both agents and managers. This provided instant access to call queue statuses and performance metrics, empowering agents to make proactive decisions.
A leading US transportation company faced high call abandonment rates, poor customer satisfaction, and difficulties in meeting SLAs. The agents were unaware of performance issues until after the fact, leading to declining morale and inefficiency.
NeXorce's Unified Call Center Reporting system was deployed alongside XorceView to provide real-time and historical data directly to agents' desktops. This allowed for immediate awareness of call center performance, facilitating real-time decisions to address issues as they arose.
A rapidly growing natural gas supplier in the Northeast US needed a solution to improve communications across its new campus and enhance contact center performance during high call volume events caused by weather-related spikes. Their existing digital signage system was insufficient for handling real-time data and internal communications.
NeXorce, in partnership with AVI/SPL, implemented a comprehensive real-time reporting system integrated with Avaya CMS, combining weather data with contact center statistics. The solution provided real-time messaging and content management across campus-wide LCD screens.
Contact Center Geeks has had the proud privilege of serving more than 200 companies worldwide.