Centrica

Connect was engaged as advisor to the incumbent systems integrator on a major Genesys deployment for Centrica, a leading energy business around Genesys Enterprise Routing and Reporting solutions. Connect conducted a quality assurance review of the planned routing and reporting architectures and provided recommendations for improvements and fine-tuning across the Genesys environment.

Connect consultants were also responsible for the development of Centrica's extensive database driven routing strategies including implementation of a comprehensive failover system to limit the number of lost calls, integration to their IVR for call treatments and digit collection, and the scripting of blending strategies to allow selected agent groups to handle both inbound and outbound calls.

Connect consultants were also required to design and manage the execution of the various test phases for both routing and customised historical reporting environments.