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CUSTOMER SUCCESS
Automating Agent Profiling Leads to 92.9% Time Saved
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Automate Profiling
Streamline Process
Reduce Cost
Customer
Large nationwide healthcare provider
Landscape
14,000 agents across multiple lines of business
Solution Use Case
Agent Profile
Challenge
Onboarding and maintaining agent profiles across multiple point solutions was taking too long and was impacting contact center performance.
Issues
- Reliance on multiple organizations to administer agent data
- Slow deployment of new and returning agents into production
- Risk of human error resulting in compliance issues, reporting inaccuracy and rework
- Poor visibility of actions being taken across the enterprise
Solutions
- Agent Profile Lifecycle Process Automation
- Single user interface for all applications requiring agent profile data
- Administrator user based permissions by population
- End-to-end agent lifecycle permissions by population
Key Outcomes
- Reduced expenses through automation
- Operations no longer has to rely on other organizations to provision agent profile data
- 92.9% reduction in system administration and labour time
- Great Customer Experience
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