Gonzalo Gomez
An agency's client was counting on a contact center that kept losing calls.
ClientOSC Web Design (agency)
StackFlex, Studio, Functions, TaskRouter
RoleArchitecture and build
100%
missed calls captured
30–40%
faster resolution
0
duplicate tasks
The problem
Agents had no history on incoming calls, so they had no idea who they were talking to. Unanswered calls just vanished and nobody called back. The same contact would open three or four duplicate tasks at once. None of that scales, and the agency's client was feeling it.
What I built
Custom Flex plugin. The agent sees every past call and message the second a new one lands.
Smart routing. Studio and Functions: if nobody answers in 20 seconds, the call drops into an automated voicemail flow instead of disappearing.
TaskRouter logic. One contact never opens more than one active task.
The small things. A custom ringtone so agents don't miss calls when the browser tab isn't focused.
"Gonzalo was truly exceptional. He went above and beyond to get things done. We boosted customer satisfaction by 45%."