Overview
Toyota Financial Services (TFS) had outgrown and outpaced the legacy Genesys ACD and Avaya PBX-based systems it was using at its contact centers. The company needed more agility and flexibility to deliver its customers a consistent and seamless omnichannel experience. With its focus on customer experience, TFS also wanted to expand its capability to collect and make use of feedback. The company sought to centralize customer experience data and share it with its representatives in real-time.