1
Q
Main system of record
A
Pega
2
Q
Two main metrics they are measured by
A
ASA & calls handled
3
Q
Timekeeping platform
A
Kronos
4
Q
Theres a weird thing about their agent scheduled start times
A
Agents are allowed to start anywhere from 8-9:30am (just work 8 hours)
5
Q
Channels they want to support
A
Voice, chat, sms, social, video
6
Q
of calls per month
A
a little over 2M
7
Q
Why are they handling less calls?
A
Outages on phone system, agent attrition and hiring difficulties
8
Q
Current ASA
A
36 minutes
9
Q
ASA Goal
A
12 minutes
10
Q
Carrier
A
Mettel
11
Q
Approximate # of field offices
A
1200
12
Q
Current WFM
A
Verint (want it replaced)
13
Q
How many teleservice centers?
A
24 (sites)
14
Q
Incumbent
A
Avaya
15
Q
Competition
A
Amazon (doing pilot), NICE, Cisco
16
Q
A
SSA
flashcards
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