Explosive growth across voice, chat, email and social channels left this global contact‐center operator juggling multiple platforms— GenesysCloud for routing, Salesforce ServiceCloud for case management and NICEWFM for workforce planning. Siloed data made it nearly impossible to trace a customer interaction end‐to‐end or spot the hidden detours—mis‐routes, duplicate tickets, manual concessions—that were inflating cost‐per‐contact and eroding Net Promoter Score.
A 60‐day deployment of mindzie process intelligence stitched together IVR events and CRM case data to expose the true flow of every interaction. By pairing discovery with always‐on alerts, the contact center shifted from reactive firefighting to proactive service excellence.
