Solving the CX Calculation Discrepancy - Part 1
Contact Center Pipeline, Thursday, March 27th, 2025
'Our abandons have shot up!' declared a supervisor. 'The new system must be dropping calls!'
It was a Monday morning during the summer of 1997 and I'm in Phoenix, Arizona where it's 120 degrees in the shade.
Having recently joined an upstart tech company called Interactive Intelligence (now Genesys), I'm there because we managed to convince SkyMall (yes, the catalog in your airline seat pocket) to put 100 of their contact center agents on our all-in-one communications platform.
As the sales engineer, who could barely spell ACD or IVR at that time, I quickly shifted to a one-man implementation team and got to work with their telecom manager. The charter from my sales rep, literally in their contract said: 'Make it do what they did on Avaya.'