GOVERNMENT USE CASE

CONTACT CENTER DATA SLICING & REAL-TIME REPORTABILITY

How emite helped a legal services provider to:

Optimize IVR Call Flows

Improve The Customer Experience

Protect Thousands In Revenue

This client is a nonpartisan, nonprofit organization, which enlists various resources and leaders to combat inequalities and discrimination experienced by minorities such as voting rights & election protection. The criticality of these services requires a contact center with the ability to quickly address and resolve a wide range of issues from callers in all 50 states.

This is an example of a contact center with unique reporting requirements that need custom filters such as Location, State, Wrap-up Type, Call Type, Call Volume, & Aggregate Totals

The Challenge

” Without the ability to filter the “State” of the caller, contact center performance began to decline as resources became inundated with transferring calls to the correct places. ”

The workforce management (WFM) team at this Legal firm faced unique challenges with a new remote workforce and the anticipated record voter turnout for the 2020 election. The team had to quickly brace for the rapid increase in call volume as the election approached. In addition, this client needed the ability to quickly help callers from individual states with specific voter needs. Without the ability to filter the “State” of the caller, contact center performance began to decline as resources became inundated with transferring calls to the correct places.

This challenge required the ability to filter and slice their contact center data by custom fields that are not available within the Genesys native reporting.

The Solution

Due to the various ways that individual states handle their specific voter needs, it was critical that the contact center data be presented and filterable by the individual “State”. emite was able to meet this need with the ability to capture and create custom filters and KPI’s using raw data interactions from Genesys Call Segments.

By combining virtual members, member groups, and custom filtering targets emite provided the unique capability to roll up raw interaction details by location, state, wrap-up type, call type, and see both aggregated totals as well as have access to the raw interactions via easy to use drill through data blocks.

The Outcome

By using emite, the team now has the ability to create detailed call flows and identify callers by custom fields (i.e. state/call type/etc.) These unique capabilities helped to improve operational performance as agents became equipped with the right information to provide a positive experience that promotes loyalty, helps to retain clients, and encourage brand advocacy.

By using custom filters and raw interaction data, emite was able to solve critical data processing issues that dramatically improved:

Agent performance
Customer experience (CX)
Resourcing decisions
Operational efficiency
Ultimately helped the contact center to handle the surge in call volume with grace and agility

” Our previous system provided inconsistent and inaccurate data. emite gave real-time insights, allowing us to fix any problems before they escalated. “

Omnichannel Reporting & Analytics

Keep up with mobile and digital and communication trends in your industry. Easily creating reports and analyze your contact center’s data across Chat, Voice, Email, and Callback.

Workforce Management

Agent performance insights from emite will help improve operational efficiency by ensuring that the right number of agents are staffed at the right time.

Ingest Multiple Data Sources

emite integrates with over 80 different technology platforms, enabling your company to pull in data from multiple sources into one single report.

Interaction Analytics & Sentiment Analysis

In addition to valuable operational analytics and agent performance data, sentiment analysis will allow your team to analyze customer experience on an entirely new level to improve agent-customer interactions.

Competitive Pricing

emite is dedicated to supporting the growth of the contact center industry and providing access to best-of-breed technology to contact center teams across the industries we serve. We are providing access to our complete cloud contact center solution at an updated and highly competitive price.

Improved Agent Retention

Agent attrition can be costly and can also lead to poor customer experiences due to agent turnover. Access to real-time and historical agent performance data and sentiment analysis will help with agent retention and training.

Ready to Talk about emite for Your Legal Services?