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Crossfuze-CaseStudy-Voxai

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About Voxai For over 12 years, Voxai has helped companies deliver top-tier customer experience by implementing contact centers using the Genesys platform. They provide managed services with their deep expertise, high quality experiences, and unwavering focus and commitment. From making sure the Genesys platform is implemented according to best practices, to supporting their clients' call center teams, Voxai's goal is to become an irreplaceable partner for each client. The Mission Voxai helps businesses deliver exceptional customer service. In turn, Voxai must deliver the same level of service or better when serving those businesses. To do this, they needed a comprehensive, extensible solution that provided good management visibility and was easy for their customers to use. Finding the Workaround Before ServiceNow, Voxai would implement their own methods of tracking customer service cases. For instance, they might put A CROSSFUZE SERVICENOW T M SUCCESS STORY Voxai: Delivering Better Customer Service the customer case number in the title of an email and include the Genesys ticket number in the notes. This worked for a time, but they couldn't see it scaling. These processes were manual and prone to human error. So Voxai began using the ServiceNow IT Service Management (ITSM) solution to track customer issues, problems, and changes brought to the managed services business and the project management system. But ITSM is designed to support internal customers; extending it to support their external customers was challenging. "We were giving customers a very permissions- limited view into our ITSM," explained Ken Eaton, Customer Satisfaction Manager and Administration at Voxai. To grant external access, the Voxai team needed to build in limitations on what their customers could see, a process that was oen time consuming. Customers were also limited to read-only access with ITSM, and were prevented from making any changes or updates to their cases themselves. The system worked, but it was tedious, and the Voxai team wanted to provide their customers a better, more intuitive experience. COMPANY PROFILE 140+ EMPLOYEES: Based primarily in the US with a satellite office in India MISSION: Implement contact centers using the Genesys platform and provide managed services for that solution. A 2017 study by the Temkin Group found that customers who have a positive experience with a company are 1.3 times more likely to repurchase, 2.5 times more likely to try new offerings, and 2.1 times more likely to forgive the company for a mistake. WHY CUSTOMER SERVICE MATTERS

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