The client is a leading global technology company offering a creative platform for high-quality assets, tools, and services.

The client approached Miratech as a third-party CX expert to conduct an entire assessment of their Genesys Cloud environment. We identified a number of gaps and proposed solutions for further optimization of the platform.
Following the assessment, the client decided to partner with Miratech to implement these further enhancements. We started with creating and executing on the roadmap to optimize the client’s Workforce Management (WFM) solution running on Genesys Cloud.

Our professional services (PS) consultants also helped optimize the client’s reactive chat and reconfigure their routing to enable skills-based routing based on languages. This enables the client to significantly improve their SLA and decrease the number of abandoned customer interactions.

Additionally, the Miratech team provided a contact center senior manager who will help manage contact center operations, optimize the client’s contact center costs, both from operations and technology platform perspective, and monitor and improve the efficiency of the processes in place.