A GLOBAL AUTO FINANCE AGENCY MANAGES A CX TRANSFORMATION AT LIGHTNING SPEED About Toyota Financial Services Toyota Financial Services (TFS) is one of the largest auto finance providers in the world. It provides flexible auto sales financing and leasing, comprehensive vehicle and payment protection plans, and well-rounded insurance offerings to Toyota customers worldwide. TFS also provides other financial services to authorized Toyota and Lexus dealers, affiliates, and their customers in most of the United States. TFS contact centers, located in five locations across the United States, employ more than 3,000+ CSRs in 16 business units and handle 1.4M+ call volumes per month. The Goal TFS had outgrown and outpaced the legacy Genesys ACD and Avaya PBX- based systems it was using a

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