Providing crucial frontline services
PATLive is the first point of contact for customers of many U.S. government agencies, as well as real estate, medical and legal companies. Agents are its most valuable asset, handling over 2 million calls annually with enthusiasm and a strong sense of purpose.
“As an outsourced answering service, we pride ourselves in being the best, which means fast, efficient, accurate and friendly customer service,” said Jackie Gonzalez, Vice President, Operations at PATLive.
For two decades, PATLive had been on the Genesys PureConnect™ application. While the solution had performed well over the years, company officials felt it was time to look beyond robust on-premises technology toward a more agile, on-demand cloud model. That search was already in motion before COVID-19 hit, but the crisis increased the level of urgency. The pandemic piled on pressure from clients, including many COVID-19 frontline and key worker organizations.
“We considered extending our on-prem system with a VPN, but with lots of Citrix and software installs — and only a relatively small IT team — it just wasn’t practical,” added Gonzalez. “So, pretty much overnight, we had to come up with a better home-working option.”
Fast-tracking deployment in a weekend
Despite positive experiences with its previous Genesys solution, PATLive left no stone unturned. “We looked at all the major players,” said Gonzalez. “There wasn’t much time for training, and we kept coming back to Genesys Cloud. The user experience was simply better. Also, because it’s designed for operations people to self-serve, the fear of stepping into the unknown never happened.”