Lightning migration strategy for contact center to drive self service by more than 50%, leveraged console with integration to reduce AHT by 75%
GLOBAL HOTEL CHAIN
Enabled a virtual concierge capability for world wide reservations.
Built a global intelligent routing platform to virtualize 8 contact centers across the US, EMEA and ASIAPAC. Leveraged speech recognition for; English, Mandarin and Cantonese.
Routed calls based on customer hobbies to ideal agent.
LARGE FINANCIAL ORGANIZATION
Leveraged "Visual Workflow" to automate claims processing integrated to service agents desktop.
Built an entire contact center for 500 agents; Genesys speech enabled IVR w/ 50% self serve rate, Cisco CCE, Verint WFO, Virtual Hold, Data warehouse.