BT and Genesys combine to assure the best customer journeys

When it comes to today’s digital world our hands couldn’t be safer. We’ve worked together at the leading edge of customer service solutions for more than 20 years, culminating in the creation of BT Cloud Contact Genesys. Now, you can dramatically cut the time and expense of adding channels, agents and locations – while your customers enjoy the freedom to engage with your business on their terms, whenever and however they want.

Digital-savvy consumers are more demanding and less forgiving than ever before. Success comes down to providing them with brilliant customer experience (CX) at moments that matter.

Yet, trying to do that with traditional contact centre solutions and complex-to-run, hard-to-integrate systems is tough. Not least because you can’t easily connect people, processes and information.

So, it’s difficult to get a 360-degree, real-time view of customer interactions and journeys. And even harder to advance plans for omni-channel innovation and introducing new channels. The result is a vicious circle as agent performance and customer satisfaction suffer, causing overheads to spiral.

BT Cloud Contact Genesys takes these problems away.