The ESP Group is an experienced and proven outsourcing partner of choice, offering peace of mind to clients and their customers by delivering bespoke customer care solutions. The Group has two operating companies under their brand: Journeycall, which focuses on customer support and experience; and Systex, specialists in software development and smartcard production.
RESULTS
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20%Average wait times reduced |
+5%Improvement in call abandonment rate |
50%Voice CSAT via the IVR has increased |
ESP Group's existing on-premises contact centre platform met their basic needs, but with those ambitious growth plans potentially requiring the capacity to manage hundreds of new agents and millions of new interactions quickly, the company needed a more robust and flexible contact centre solution.
To address these challenges, ESP Group worked with Sabio Group to migrate from their existing on-premise solution to Genesys Cloud CX. Sabio provided extensive support for several key initiatives:
For 1/4, 1/3, and 1/2 width blocks, use a 435x270px image.
For 2/3, 3/4, and full-width blocks use a larger 540x335px image.
For 1/4, 1/3, and 1/2 width blocks, use a 435x270px image.
For 2/3, 3/4, and full-width blocks use a larger 540x335px image.
For 1/4, 1/3, and 1/2 width blocks, use a 435x270px image.
For 2/3, 3/4, and full-width blocks use a larger 540x335px image.
For 1/4, 1/3, and 1/2 width blocks, use a 435x270px image.
For 2/3, 3/4, and full-width blocks use a larger 540x335px image.
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