Rady Children’s Hospital (San Diego, CA)
Scope: Reviewed current state of the existing call center/automatic call distribution application(s) then discussed business and user requirements for the Customer Service Groups. From here XNI formulated optional/future state UCCX models based on findings from current state model review and profiles sessions. Once this was complete, XNI implemented a custom UCCX 5.0 solution.
Deliverables: Deployment of UCCX solution with up to 5 skill/queue groups and up to a total of 150 agents/ supervisors. Provided as-built UCCX system documentation, completed 1 day of agent and supervisor UCCX training and UCCX system administrative knowledge transfer.