Client Situation - The client had a tough time managing support requests from their global customers. Waning support engagements depleted support experience and resulted in diverse CX, high call volumes, and extended hold times. As support volumes swelled, agents could not handle the incoming load even with IVR taking the lead. Returning customers could not dial in as most IVR queues were full. The client wanted a solution that could help them reduce pressure on their agents and provide their customers with a premium experience.

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