Use Cases

The Challenge

The IT Helpdesk and vendor ticketing systems operated separately. Teams had to update both sides manually, which slowed resolution, duplicated work, and limited visibility into progress and service-level agreements (SLAs).

The Solution

Two-way integration connected the ITSM platform with each vendor’s system. Status, comments, attachments, and SLA fields now sync automatically in near real time, with vendor-specific field mappings and privacy controls.

The Result

• ~30% faster resolution on vendor-managed incidents
• One shared timeline visible to both sides
• Fewer manual updates and handoff errors
• Clearer SLA ownership and stronger performance reporting
• Lower ticket volume from “status check” queries

The Challenge

Monthly KPI reporting across 60+ countries relied on spreadsheets and email attachments. Definitions varied by region, data arrived late, and manual consolidation delayed insight and executive reporting.

The Solution

An automated reporting pipeline now gathers operational data into a single source of truth, standardises KPI definitions, validates inputs, and publishes ready‑to‑use reports and dashboards to stakeholders on a fixed schedule.

The Result

• ~75% less manual effort to produce monthly reports
• Single source of truth with consistent KPI definitions
• On‑time delivery: reports ready on Day 1 each month
• Fewer errors via automated validation and audit trails

The Challenge

Major incidents were handled ad‑hoc: unclear ownership, slow war‑room setup, inconsistent communications, duplicate tickets, and late stakeholder updates — all extending downtime and raising frustration.

The Solution

Introduced a Major Incident framework with severity tiers, clear RACI roles (Incident Manager, Comms Lead, Technical Lead), runbooks, and comms templates. Integrated alerting and auto‑ticket correlation, added an internal status page, and instituted structured post‑incident reviews with action tracking.

The Result

• ~35% reduction in Mean Time To Resolve (MTTR)
• First stakeholder update issued within 15 minutes of declaration
• Lower noise: fewer duplicate tickets and escalations
• Faster decision‑making and accountability via defined roles
• Actionable learnings captured through consistent post‑incident reviews

Problem

Different phone systems and mobile‑only calling created an uneven experience, higher costs, and slow number provisioning across regions.

What we did

Brought calling into Microsoft Teams and connected it to our own carriers. One place to make and receive calls, with central policies and local numbers where needed.

Impact

• Consistent calling experience in Teams worldwide
• Lower telecom and device overhead through consolidation
• Faster number setup and simpler governance
• Stronger resilience with multiple carrier options

The Challenge

Operating across 120 countries introduced regulatory constraints, varied carrier capabilities, and site-to-site inconsistencies. Local emergency rules and numbering plans were hard to manage at scale.

The Solution

Built a hybrid model combining compliant local trunks and cloud telephony. Standardized site templates (dial plan, survivability, devices) and documented exceptions per country. Enabled softphones/IP phones with centralized identity and policy control.

The Result

• Regulatory compliance and local emergency support
• Consistent user experience across 5000+ locations
• Clear playbooks for rollout and support
• Reduced operational risk via standardized patterns

The Challenge

Telephony incidents were discovered late, often via user reports. Limited visibility into trunks, SBCs, and carriers delayed triage and created noisy, manual ticketing.

The Solution

Introduced proactive monitoring (SIP options, call success/ASR, latency) with threshold-based alerts. Auto-created and enriched tickets with context (site, carrier, impact) and routed to the right resolver groups.

The Result

• Faster detection and response; less downtime
• Reduced manual effort through automated triage
• Better trend visibility for carrier/vendor governance

The Challenge

Each regional contact center used its own outdated systems for the contact center. Agents had to log into two different tools, including a CRM that was only accessible via VPN + Citrix. The setup slowed teams down, created silos, and made it nearly impossible to manage operations globally.

The Solution

A single, cloud-based solution was introduced. Combining Genesys Cloud as contact platform with Microsoft Dynamics CRM to manage the customer records. Agents now work from one unified system. Calls are only connected when a real person answers, saving time. Smart logic prioritizes who to call and when, based on region, time zone, and language skills.

The Result

• +45% increase in interactions
• Increased agent productivity
• Global “follow-the-sun” support between teams
• One system, fewer tools to manage
• Faster onboarding for new agents
• Stronger integration with the wider IT landscape
• Speed to lead: 90% of web enquiries receive a call attempt within 1 minute
• Global reach: One platform now supports 95% of markets
• Smarter contact strategy with fewer manual steps
• Scalable growth across global markets and time zones

The Challenge

Customers across different countries were receiving calls from unfamiliar or foreign-looking numbers, resulting in low answer rates and trust issues. Regional teams had no way to control or tailor the caller ID per campaign or department.

The Solution

Integration with a telephony provider that supports localized number presentation per country/area codes. Using number pools per department, calls now display familiar local numbers to recipients. Numbers rotate randomly with every call within the assigned number pool per department to avoid spam flagging.

The Result

• Higher answer rates from local number familiarity
• Increased customer trust and lower call rejection
• Improved alignment of caller identity with department and region
• Flexible number routing for multi-region and multi-brand use cases

The Challenge

A missed first call meant lost momentum. Prospects didn’t know who called, and we relied solely on the next step in the contact strategy — often too late to convert interest into action.

The Solution

We introduced an automated workflow that sends a personalized WhatsApp or SMS message immediately after a unanswered first call. Customers can respond directly, triggering callbacks or routing to live agents by replying to the message. The flow includes time zone logic and smart templates per campaign, country and language.

The Result

• Boosted response and contact rates even after missed calls
• More convenient engagement on customer-preferred channels
• Less manual work for agents
• Improved lead recovery and conversion opportunities

The Challenge

Teams lacked a single view of call health across regions. Correlating quality issues with trunks, SBCs, and time windows required manual data pulls and guesswork.

The Solution

Built an Azure-hosted dashboard backed by scheduled Python jobs and SQL. Aggregated KPIs (ASR, AHT, MOS proxies, error codes) with drill-downs by country, carrier, and site. Added alerts and annotations for incidents.

The Result

• Single source of truth for call health
• Faster root-cause analysis during incidents
• Data-driven planning for capacity and routing

The Challenge

Routing changes depended on engineering tickets and release windows. CSV updates emailed around created version drift and errors.

The Solution

Implemented a managed upload flow that validates CSVs, normalizes fields, and triggers backend processing. Changes propagate safely to routing tables with audit logs and rollbacks.

The Result

• Hours-to-minutes turnaround for routing updates
• Fewer mistakes through validation and schema checks
• Clear history for governance and rollback

The Challenge

During outages, updates were inconsistent across brands and languages. Stakeholders received late or mismatched information, driving ticket volume and confusion.

The Solution

Deployed a rules-based comms engine with templates by brand, language, and geography. Integrated incident signals to trigger targeted emails/Slack posts and status-page updates with approval gates.

The Result

• Timely, consistent updates to the right audiences
• Lower duplicate tickets and escalations
• Better trust through transparent, localized messaging

The Challenge

Wrap-up codes were inconsistent and misaligned with reporting needs. Analysts could not reliably attribute outcomes or improve journeys.

The Solution

Rationalized wrap-up taxonomy and mapped outcomes to strategic labels (e.g., Sales Qualified Lead, Billing, Language Barrier). Implemented UI guidance and validations to improve agent selection quality.

The Result

• Cleaner data for funnel and effectiveness analysis
• Higher agent accuracy with fewer miscategorizations
• Actionable insights to optimize contact strategy

The Challenge

Intermittent E-lock failures caused lockouts and emergency callouts. Root causes spanned firmware, readers, and integration timing with the access platform.

The Solution

Established a vendor governance cadence, standardized firmware baselines, and added health checks/alerts. Documented site patterns and tightened integration timeouts and retries.

The Result

• Fewer lockouts and on-site callouts
• Predictable performance with known-good baselines
• Clear runbooks for sites and service teams

The Challenge

Mixed printer vendors and drivers increased downtime, support effort, and consumable costs. Secure printing and usage controls were inconsistent.

The Solution

Consolidated to a vendor-agnostic platform with secure release, universal drivers, and central policy control. Instrumented telemetry for uptime and usage analytics.

The Result

• Higher fleet uptime and faster break/fix
• Lower consumable and license spend
• Consistent security posture across sites

The Challenge

Energy usage and device issues were hard to spot across disparate smart devices. No central place to automate responses.

The Solution

Unified devices via Home Assistant + MQTT. Created automations for occupancy, schedules, and sensor thresholds, with remote diagnostics and alerts.

The Result

• Reduced energy waste through policy-based automation
• Quicker troubleshooting via centralized visibility
• Less manual intervention for routine tasks

The Challenge

Access events and device changes were stored in siloed systems, making investigations and compliance reporting slow and incomplete.

The Solution

Implemented centralized audit logging with secure APIs. Normalized events (who/what/when/where), retained history, and added anomaly detection hooks.

The Result

• Complete audit trails across locations and systems
• Faster investigations and simpler compliance reporting
• Early detection of suspicious activities

The Challenge

Rolling out devices at scale led to inconsistent configs, missed security steps, and rework. New sites repeated the same onboarding pain.

The Solution

Created reusable deployment playbooks with pre-approved SSIDs, certs, and policies. Automated provisioning where possible and documented fallbacks for low-connectivity sites.

The Result

• Repeatable, secure rollouts across regions
• Shorter time-to-serve for new sites
• Lower variance in support outcomes