Upgrading of the contact center of the sales agents and customer care teams, making the most of the modern digital channels for an optimized and personalized customer experience.
Genesys Cloud CX™️ platform: Adoption of the Genesys Cloud CX™️ platform, that allows sales ambassadors to communicate with customers by making use of various digital channels such as social media, messaging applications, email or phone calls.
Audiocodes Direct Routing: Activation of the Audiocodes technology, facilitating the seamless integration and collaboration between the front office while using Genesys Cloud CX™️ and the employees of the back office while using Microsoft Teams.
Training: Remote training on the new platform of 1,400 sales ambassadors in 24 countries.
Cloud Managed Services: Management and maintenance service for 4 years, thus ensuring the proper, secure and efficient operation of the platform.
24 countries: A single communication platform for 24 sales centers throughout Europe and Africa.
Process automation: Automation of sales and customer support services with self-service capabilities, leveraging on advanced pop-up screens that display customer info automatically.
OmniChannel CX experience: Personalized OmniChannel CX experience, by taking advantage of the modern digital channels and, thus, enhancing the integration between Customer Satisfaction and employee performance.
Customer journey: Option for distinct customer journeys, allowing end users to choose themselves their preferred digital communication channel.