To expand its contact center services to new commercial clients, Goodwill Industries of San Antonio Business Services knew it needed to move beyond its outdated and unwieldy technology. The organization’s move to the unified CXone cloud CX platform has provided agility, flexibility and functionality that have led to opportunities for new business and for more jobs for those who rely most on Goodwill.
CXone Enables Robust Response from 211 LA County
Southern California residents have long relied on the 211 LA County lifeline for health and human services. But increasingly, the agency’s 60 contact center agents are called upon to respond when disasters strike—not only in the region but also in other parts of the country. The unified CXone cloud CX platform has given 211 LA the agility, scalability, flexibility and security it needs to respond quickly and seamlessly to virtually any situation.
A lack of visibility and reporting had put the contact center for the Georgia Department of Revenue’s Motor Vehicle Division on the road to nowhere. But with ready access to critical data and call metrics through CXone, the division can make real-time business decisions, close performance gaps and provide timely coaching—all of which are driving a new level of CX quality.
CXone proves to be just what the doctor ordered
The high-growth orthopedics and sports medicine practice was known for sophisticated, cutting-edge procedures. But its phone system? Not so much. The antiquated system was costing the practice business! Moving to the unified CXone cloud contact center platform was just what the doctor ordered for healthy CX: Calls and scheduling are up, as are patient visits, while call wait time has fallen by more than 70 percent.