AT&T had 22 contact centers handling up to 500,000 calls per day. This volume—and the disparate nature of its center operations—made it difficult to understand and correlate the data necessary to determine whether performance and customer service levels were satisfactory.
Download a new industry case study and learn how AT&T implemented a Genesys Informiam Product Line solution to handle increasing numbers of calls and meet service level goals—resulting in:
• A cumulative net benefit of $6.4 million
• Annual ROI of 201% and payback in 10 months
• Problem recognition in 20 to 60 seconds versus 30 to 45 minutes