A large regional utility provider entrusted us with their contact center modernization project powered by Genesys cloud CX and a host of other value-add integrations for optimized service journey orchestration.
Voxai Solutions, a specialized solutions integrator of Genesys-based contact center solutions, is pleased to announce that it has won the contact center enhancement contract with a large regional utility provider. The project’s scope includes Genesys Cloud CX and a host of other value-added integrations in Genesys ServiceJourney, Oracle CC&B, and Adobe e-signature. The proposed solution will add an advanced dynamic case and task management for workflow automation, integrating front-office and back-office operations. It also comes up with a comprehensive, industry-standard content management system to capture and process all forms of content. Real-time insights and data management determine the service journey across all digital points, while automation ensures that the service journey orchestration solution constantly optimizes performance.
Solution: Genesys Cloud CX Upgrade, Genesys Service Journey, Oracle CC&B, Azure Cloud, and Adobe e-signature
The utility provider has worked with Voxai for over one year, so Voxai was the preferred natural partner. Our industry experience, solutions, project, and implementation experience were desirable, prompting the utility provider to entrust us with this critical project. Add to that the ability to integrate disparate systems such as Genesys Service Journey, Oracle CC&B, Adobe e-signature, etc., are a few additions. The end solution encompassing an automated workflow process, secured documentation, proactive communication, and service journey management puts the utility provider in an advantageous customer and agent experience.
While talking about the new project, Sunil Rudraraju, CEO of Voxai, said,
” We are proud to be a trusted partner of our customers, earning their business project year after year. This critical project win speaks volumes of our relationship with this utility customer. Our customer delivers superior service for its consumers – so should their contact center. Now, our job is to ensure this utility provider’s contact center provides a superior customer and agent experience, giving them a competitive edge in a challenging market.”Sunil Rudraraju, CEO