New Delhi, India, July 4, 2022 -- Genesys, a global cloud provider in customer experience orchestration, has collaborated with Indian Hotels Company (IHCL), India’s hospitality company, to embark on a journey of digital transformation with IHCL’s Digital Omni-Channel Contact-Centre Solution (Project I-DOCS). The project deploys Genesys Multicloud CXTM, a full-featured omnichannel solution, to re-explore IHCL’s contact centre strategy and enhance customer engagement.
Genesys Multicloud CX unifies voice and digital channels, self-service, and work items by moving the company’s contact centres to the cloud. It offers a delivery system that enhances both, IHCL’s reservation team and customer engagement, using more proactive communication and efficiency tools to ensure the delivery of experience throughout the entire customer journey. The deployment of a centralised reservation network combined with a detailed reporting framework; real-time analytics; and integrated voice, chat and email channels help further enhance IHCL’s overall customer experience.
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Speaking about the collaboration, Raja Lakshmipathy, Managing Director, India and SAARC, Genesys, said, "The customer journey comprises of many micro-moments that define CX. Genesys Multicloud CX provides an enhanced experience orchestration, which acts as a key differentiator for any brand in today’s digital-first era. Our collaboration with IHCL has allowed us to streamline customer engagement strategies and provide personalised and improved experiences. We are proud to partner with IHCL for this project."
Vinay Deshpande, Senior Vice President & Head of Digital & IT, IHCL said, "As a customer-centric organization, it is our endeavour to ensure the highest level of customer engagement across all our platforms. Project I-DOCS allows us to cater to the next-generation of digital-first customers. With the belief that great CX sits at the intersection of transformation and orchestration, our partnership with Genesys has helped us elevate our customer experience from the ground up."
Posted by Veronica Silva Cusi, news correspondent
Genesys® 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.
Published: Wednesday, July 6, 2022
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