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Case Studies : Pratt & Whitney

Donna Goss, a Customer Service Manager based in the Southampton office of Pratt & Whitney Canada Customer Service Centre Europe (P&WC CSC), is responsible for the sales of helicopter and fixed wing aircraft engine monitoring systems throughout Europe, Middle East and Africa regions.


Donna’s customers range from Paris to Dubai, Luxembourg to Cairo. Having such dispersed customers provides Donna with a challenge when arranging to meet with them to introduce new products, particularly when clients ask her to visit them at short notice.

Since using Genesys Meeting Center, Donna has been able to deliver professional sales presentations to her customers with great success. When a Paris customer asked Donna if she could visit the following day, Donna checked her schedule and had to decline a face-to-face meeting as she just did not have the time to dedicate two days to a customer meeting. Instead, Donna arranged an online presentation of her latest product information using Genesys Meeting Center. Not only was the presentation a success, Donna’s customer was so impressed by the online presentation delivery that they asked her for Genesys contact details as they saw the benefits of using web conferencing within their own company.

When asked to summarise Genesys Meeting Center, Donna quoted “that just two Genesys Meeting Center sessions save a week of planning, preparing and traveling to carry out two customer meetings, each meeting costing an estimated $5000. I am much more productive now I have the ability to meet with customers without leaving my desk. Genesys Meeting Center is an exceptional tool that enables me to achieve my high targets.”

P&WC CSC has also deployed Genesys Meeting Center to assist with internal meetings, including weekly sales staff meetings, where remote sales staff are able to meet to carry out regular team briefings and updates, without the need to travel to a central location. Genesys Meeting Center also plays an important role in assisting internal online training sessions for P&WC CSC employees.

Colin Fleming, Buyer at Pratt & Whitney Canada (UK) Ltd sees the advantages that Genesys Meeting Center brings to his organization commented, “from a Purchasing perspective, we are constantly in the pursuit of cost reduction and avoidance and the Genesys system certainly ticks both boxes! In addition, there are other clear business benefits, such as the facilitation of negotiation exercises which we look forward to realizing in the future!”


About Genesys:
Company LogoGenesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.
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About Pratt & Whitney :
Company LogoPratt & Whitney give pilots the confidence to soar above the clouds. We made it possible to cross oceans and continents in hours, not days. We made it possible to fly around the world in wide-bodied comfort.
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Today's Tip of the Day - Utilize Time & Money Saving Tools

Read today's tip or listen to it on podcast.

Published: Monday, February 12, 2007

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2024 Buyers Guide Remote Agent Solutions

 
1.) 
Amtelco

Web Agent
Our Web Agent application is a web browser-based telephone agent interface for the Genesis Intelligent Series (IS) call center platform. The Genesis Web Agent application makes any personal computer a professional telephone agent station.

2.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.
CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS. This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

3.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

4.) 
MFE International

Oracle LIVE Experience
Live Experience offers HD voice, video, Screen sharing and annotations for customer mobile users. Agents interacted with users using desktops or mobile. Applications are for Financial Services, Retail, Travel and Hospitality, Digital Services, Utilities, Coporate IT where remote HD video, screen share or annotation is needed for a great customer experience.

5.) 
Vads

VADS Indonesia Remote Agent Solutions helps your company with various features that can make it easier for you and your company to stay productive, can be accessed anywhere because it uses cloud-based licenses so that it can help you and your business activities run smoothly.The features that keep your company activities running and productive.

6.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.

7.) 
Yoummday

yoummday stands for “you made my day” and is one of the fastest-growing technology companies in Europe. The yoummday platform combines a comprehensive modular workforce management software with over 11,000 quality-assured, self-employed customer service professionals from 70 countries speaking more than languages registered to handle sales and customer service interactions for businesses of all sizes. Central to yoummday’s success is its AI-powered integration, enhancing operational efficiency for companies and their remote workforce management.

As a marketplace for 360-degree customer services, the platform differs significantly from traditional outsourcing processes. Clients benefit fro...
(read more)
 

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