Promoted | First Group Management untangles communication complexity with Genesys solution
completely transformed the business operation. After implementation, First Group Management empowered its agents to be more productive and the company was subsequently able to field between 1 500 and 4 000 inbound calls a day, depending on the season.
Adds Bormann: “Migrating the contact centre solution to the cloud environment has brought agility and simplicity to the operation. The cloud migration also unlocked greater opportunities for autonomy through self-management capabilities, with the ability to instantly access and integrate new functionality with fewer on-site resources required, which has lowered operational costs with less time lost on logging service calls.
The ability to integrate all departments and sites onto a single platform delivers better collaboration and has simplified internal communications
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