ESP Group Transforms Customer Experience

Overview

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.

The Challenge

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.

The 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:

• Call back in queue project
• CSAT by email project
• API integration into ESP Group’s clients’ CRM
• Streamlining the management of clients’ social media platforms through the Genesys Cloud system

The Results

ESP Group’s digital transformation with Sabio and Genesys Cloud CX has yielded impressive results, including winning three new large contracts, improved workforce management, faster IVR changes, and better metrics like call abandonment rate and wait times.