The unemployment services division for a large western state wisely foresaw a looming recession and expected a sharp increase in unemployment claims.  This would put significant strain on their call center infrastructure, and they needed to expand capacity and increase efficiency so they could properly serve their constituents.

One of the projects PSS tackled for them was a version upgrade and overall tune-up of their existing Genesys CTI infrastructure.   PSS analyzed traffic between the state's two call center sites and determined that the number of voice trunks between the sites was a bottleneck that caused cascading effects on routing efficiency at each site when the trunks were all busy. 

To optimize the system PSS increased the number of voice trunks connecting the two sites and modified the call routing strategies so calls could be routed to available agents at either site.  Now, as traffic spikes hit each call center throughout the day, new calls will automatically overflow to the other site so calls don't get queued at one site while agents are sitting idle at the other.  This "tune up" approach allowed the state to save taxpayers money by utilizing existing resources more efficiently.  The system allows the state's contact center to handle more calls without having to hire additional agents.