eir is transforming its customer experience by replacing its legacy call centre systems with Genesys Cloud CX, in partnership with NTT DATA.
Genesys CX Cloud brings multichannel interactions using digital messaging and social channels to its customers.
Brian Chapman, CIO at eir Ireland, commented on its CX transformation: “Thanks to NTT DATA’s support, we have been able to further transform our business.
“We are currently on a journey to strengthen our capabilities to deliver innovative telecommunications solutions and the best possible service to our customers, and the Genesys Cloud CX platform is an integral part of achieving this goal.
“By harnessing the power of technology and digitalisation, we are completely transforming our business and the work we are doing with NTT DATA, and Genesys is helping us make the next steps for our customers.”
By deploying Genesys Cloud CX, along with new chatbots designed to reduce inbound call volumes and free up agents, represents new self-service opportunities. A callback option is also being added to provide callers with a convenient way to speak to agents.
Through Genesys, eir will be gaining a unified agent desktop, which can assist agents to effectively solve customer queries through greater access to information, helping to reduce Average Handling Time (AHT) and increase First Call Resolution (FCR) rates.
Together, these changes will provide a significant boost to eir’s customer service. It will also furnish them with the experience orchestration engine that will help them to fulfil their ambition of becoming one of the top companies in the country when it comes to customer service.
Shane O’Toole, Client Partner for eir at NTT DATA UK, spoke about NTT DATA’s approach to supporting eir: “As a strategic partner for eir, we wanted to develop and implement a new customer service solution that would reaffirm eir’s status as a leading player in the Irish telecommunications industry.
“Our goal was to make the customer service agent’s job better, so we worked closely with the teams to create a single pane of glass solution that would give agents the oversight of everything they need all at once.
“We look forward to continuing to innovate and delivering new solutions for eir in the future, as it strives to both grow its business and deliver the best customer experience possible.’’
Genesys Cloud CX
Genesys Cloud CX is an all-in-one cloud contact centre solution, which unifies customer and agent experiences across phone, email, chat, text, and social channels.
The American CX and call centre technology company, Genesys, also allows customers to choose their ideal selection of components as part of Genesys Cloud CX, including tools for voice, digital, AI, analytics, workforce management, APIs, pre-built integrations and its AppFoundry Marketplace.
EJ Cay, Vice President of UK & Ireland, at Genesys, believes Genesys Cloud CX fits the bill: “Empowering employees with the tools and insights to provide higher levels of customer experience is imperative for the telecoms industry.
“Through Genesys Cloud CX, eir now has the experience orchestration foundation it needs to meet the expectations of today’s digital consumer while enabling employees to deliver stronger experiences, which is the key to driving customer satisfaction, workforce retention and business outcomes.”
Recently, Alorica leveraged the AI and digital capabilities within Genesys Cloud CX to offer cutting-edge customer experience services to clients.
In October, Kore.ai released a conversational IVR for the platform, which detects intent before automating the query upfront or passing the customer through to a relevant live agent.
