ReachCX Case Study - Government Application

The client utilized UCaaS manual click to dial system for contacting citizens for the purpose of Covid Track and Trace program. They utilized up to 9,000 agents in order to complete the daily call campaigns. They decided to implement NICE CXone Personal Connections dialer with ProactiveXS integration into their CRM to reduce the number of Customer Service agents needed to complete daily campaigns. After building the business requirements for outbound calling and compliance soon realized they needed additional Advanced Campaign Management automate campaigns, meet compliance, outbound reporting and obtain the thruput needed through CXone Personal Connections dialer. With these objectives in mind, the client sought to add on additional technology in order to reduce agent costs and increase outbound capacity and performance visibility of customer service agents.

With the Covid epidemic growing fast, Customer Dynamics understood the clients’ urgent needs for Advanced Campaign Management and increased throughput. Faced with building an application that would take many months to build given best case scenarios, which would also result in costing millions in agent overhead. They found Customer Dynamic’s ReachCX could address requirements immediately at a fraction of the cost to build their own, while also adding additional functionality and features. Once the solution was identified and purchased, Customer Dynamics was able to get them in production in 72 hours saving them millions. This provided a significantly higher return on investment over the competition and building it in house.

ReachCX is your go to solution for outbound campaign management offering high agent efficiency and ROI. Talk to one of our outbound experts today.