Korea Expressway Corporation implemented contact center of Genesys

The drivers wishing to obtain information on the cost of travel duties, journey conditions, road condition and intensity of traffic address to contact center of the company in which not less than 40 operators constantly are on duty, as a rule. However technical solution on which the contact center of Korea Expressway was based at a certain stage ceased to cope with the volume of addresses.

Choosing a Solution

Korea Expressway made^[1] to improve information customer service and E-novation Information Technology for implementation of a new solution for the contact center capable to provide stable processing of calls, more flexible routing and the centralized management tools and control addressed Genesys and its Korean partner.

Project Progress

Transition of contact center of Korea Expressway Corporation to the solutions Genesys took about three months and took place, according to Dzhi-Sunga Ana, "very smoothly". Stable and smooth operation of a system of the updated contact center allowed to achieve remarkable results. Thanks to the IVR system routing process was improved: a system identified a subject of the appeal of the client to contact center and automatically switched a call to the relevant free operator. It led to considerable decrease in quantity of the lost calls, and the overall performance of agents grew by 20%.

Result

The implementing solutions Genesys allowed to expand significantly functionality of contact center, especially in the field of collecting of statistical data, record of calls and drawing up a different report type.

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