A contact center solution that had a good foundation but has struggled since the acquisition
Use Cases and Deployment Scope
Usage: Primary contact center solution for Inbound call volume.
Scope: We hand approximately 250K inbound calls per calendar year.
We "feel" like we have a fairly complicated phone tree (flow) that allows for features like:
<ul><li>Auto-forward/transfer caller to an external number</li><li>Provide self-help options and then disconnect caller or allow caller to return to previous menus</li><li>Route to a customer service or technical support teams with their phone tree options for various speciality</li><li>Outage alerts</li><li>Overflow agents being added to queues</li><li>Salesforce case lookup prior to caller being connected with agent</li><li>Callback option for caller without loosing place in queue</li></ul>
Pros
- Phone tree options #1-9, plus # and *
- Recording 100% of voice audio calls
- Use of re-usable flows
- The integration of Skylight agent toolbar within Salesforce and the CxEngage phone system
- Setting custom SLAs at the tenant and queue level
Cons
- Unable to set SLAs on Groups of users, which is necessary when there are 3rd party vendor agents involved who are held to a SOW metric standard different than the home company agents who share the same skill/queue coverage
- v2 Historical Reporting does not feel like a step forward. Timeout issues, lag, inability to find reports/analysis nor who owns them when troubleshooting dashboards/analysis or what shared folder they are stored in. It's a big, unorganized mess on top of the crappy performance (I shouldn't have to run a 12 month report 4x, once per quarter, in order to avoid timeouts...especially for under 500K interactions)
- Knowledgebase is often outdated and articles are no longer applicable...data dictionary is a good example of outdate or missing information.
Return on Investment
- During our peak, Back-to-School, period we were able to respond in real-time to longer hold times and either manually assign agents to take calls or take overflow agents and add them to queues to help alleviate hold times.
- In 2022 we FINALLY gained visibility into what status agents are in when not physically speaking with a caller. This has been huge in understanding agent availability and/or finding coaching opportunities for some.
