Customer:
With 20 years of experience in the newspaper circulation fulfillment industry, Publishers Circulation
Fulfillment, Inc. (PCF) provides turnkey circulation solutions to the U.S. publishing industry with core
services in home delivery, telemarketing, and customer care.

The Challenge:
Original objectives for CTI - PCF had initially purchased Genesys for its contact centers to establish the following goals:

• Provide customers with multi-channel access to PCF's contact centers
• Provide PCF the ability to segment customers based on navigation, allowing the company to attract additional customers and retain existing customers
• Build a reliable infrastructure to support universal queuing of inbound calls, outbound calls, and e-mail  across the enterprise
• Effectively manage the workforce through process and change management without compromising agent morale or contact center service levels

Issues with existing Genesys implementation - The initial design deployed for PCF had the following issues, limiting PCF's ability to achieve their above goals:

• It did not provide the high system availability required to effectively manage 20,000 calls daily (PCF expected call volume to go up to 60,000 calls per day by the end of the year)
• PCF's total cost of ownership actually increased due to an inefficient technology infrastructure and agent reporting matrix
• Agents did not having effective processes or technology to manage quality, call time, and first call resolution
  

The Methodology:
PCF partnered with iGATE to re-evaluate the entire PCF contact center operations including:

• Technology architecture
• Current agent processes
• Existing business processes

iGATE partnered with the PCF Contact Center Management team to:

• Clearly define and document contact center processes
• Identify best practices for optimal customer service and agent utilization

iGATE partnered with the IT teams to:

• Define and redesign the entire Genesys environment for high availability
• Document existing IT infrastructure
• Recommend enhancements to provide increased reliability

iGATE partnered with PCF Senior Management to develop:

• Long-term vision for the contact centers
• Clear roadmap to achieve the vision across all sites
• Ensure that the technology and processes were synchronized

Benefits to Client:

• Increased system availability across the enterprise - to 99.9%
• Increased call handling capacity to sustain in excess of 100,000 calls per day
• Provided efficient and seamless failover strategies
• Reduced maintenance complexity
• Effectively resolved overstaffing and inaccurate scheduling by fine-tuning the Genesys environment to accurately forecast, schedule, and offer real-time adherence

Successful completion of the project ensured that PCF met their goals of:

• Providing exemplary customer service
• Reducing the total cost of ownership
• The client could experience reduced cost of ownership, resulting from our distributed services methodology
• Zero downtime for applications
• The client’s customer benefits from the added features to the downstream system

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