Genesys Telecommunications Laboratories announced that its Genesys Enterprise Routing solution has helped Telewest Broadband achieve a significant increase in customer satisfaction rates for interactions with its UK contact centres.
Telewest Broadband, the broadband communications and media group, that serves its 1.8 million residential customers through a dedicated UK contact centre network comprising some 2,300 agents working across multi site contact centres selected the Genesys Enterprise Routing software to help increase the levels of service provided to customers, to reduce the average call length and save agents’ time. On the release note, Genesys says the implementation of Genesys Enterprise Routing is part of a major technology investment and has provided Telewest with a large scale cost reduction of its entire customer service costs.
We selected Genesys Enterprise Routing on the basis that it could help us create a virtual contact centre environment in which we could route interactions based on real-time statistics, customer-stored data, or customer-defined business rules, commented Steve Stewart, Customer Care Director at Telewest Broadband. By routing incoming calls to each Telewest Broadband customer’s local contact centre and the best skilled agent available from our workforce, we can ensure that customer calls are fielded by the person with all the necessary expertise to resolve queries quickly and easily ‘.
2005-06-21
Em Foco – Empresa