Location:
USA
Client:
A multi-billion dollar global financial services provider
| Location: USA | | Client: A multi-billion dollar global financial services provider |
| Location: USA |
| Client: A multi-billion dollar global financial services provider |
Issue
Anytime a company implements a new solution there is naturally going to be a learning curve, but what happens if that curve is too steep? That is exactly what happened to one of the worlds leading financial services providers when launching their new IVR platform based on the Genesys Intelligent Automation (GIA) solution.
From a technical standpoint the IVR integration went smoothly, but it came with a hitch – no bespoke training regime. The generic training program supplied by Genesys is designed to be a broad approach, to work with every industry and any company of nearly any size, from every geography, but this financial giant needed a targeted approach to implementation that would help successfully complete their migration onto the IVR solution. Another vital client requirement was in regards to hands-on practical training, after which the client's personnel could continue the implementation of IVR logic, extending IVR strategies with new custom modules. What was desperately needed was a company who understood their business needs and was familiar with existing technologies AND a company with decades of experience in Genesys systems. Miratech to the rescue!
Generic training really doesn’t work for custom solutions, that’s why Miratech’s bespoke training program is so powerful.
Solution
The convergence of our experience working with Genesys and our developmental expertise allowed us to design a custom training program that only we could create. Building 16 core modules that combine both technical and practical examples allowed for faster training in a course that was designed specific to their business needs and formed around situations most common to the financial industry – greatly reducing training time and providing industry specific focus to their IVR implementation.
As impressive as creating a training program for such a large client is on its own, we also created the program so that it could be implemented and adapted internally in the future, without further assistance from Miratech.
KEY NUMBERS AND FACTS
KEY NUMBERS AND FACTS
14 trainees completed the program
Created 16 core training modules with self-learning video support
Successfully conducted 5 training modules that include both theoretical and practical components
The client’s team is able to:
• define the future strategy
• build further development plans
• maintain the new IVR solution using in-house resources
Developed 20 desk instructions, each tailored to the client’s needs, describing the implementation of specific business processes using Genesys WFM
 | 14 trainees completed the program |  | Created 16 core training modules with self-learning video support |
 | Successfully conducted 5 training modules that include both theoretical and practical components |  | The client’s team is able to: |
 | Developed 20 desk instructions, each tailored to the client’s needs, describing the implementation of specific business processes using Genesys WFM | Cell | Cell |
| 14 trainees completed the program |
| Successfully conducted 5 training modules that include both theoretical and practical components |
| Developed 20 desk instructions, each tailored to the client’s needs, describing the implementation of specific business processes using Genesys WFM |
| Created 16 core training modules with self-learning video support |
| The client’s team is able to: |
Benefits
Our client was able to acquire practical knowledge for GIA development, focused on their business needs, and is now able to continue their IVR implementation on their own. In the meantime, Miratech will provide post-training support and mentoring of the IVR implementation team until they are able to manage all demands internally.
Our custom teaching solution gave our client something no other solution would have – time. By standardizing training in a way more relevant to their business needs, we created a solution that helped get their IVR implementation running faster. As all of our financial services clients know, time is money.
