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News : JPIMedia Achieves Better Campaign Outcomes with Genesys Cloud

#contactcenterworld, @Genesys

Frimely, UK, June 2, 2020 -- JPIMedia helps people in the UK make informed lifestyle decisions using newspapers, magazines and websites. Core to its business are multimedia campaigns and to ensure better outcomes, the organisation teamed up with Genesys, a global provider in cloud customer experience and contact centre solutions. Using Genesys Cloud, an all-in-one cloud contact centre solution, the media organisation’s employees can handle customer service enquiries with maximum efficiency.

JPIMedia had a long-term strategy to move to a public cloud platform with a single interface and open APIs for tight customer relationship management (CRM) integration. In addition to these requirements, it also wanted to offer its customers more choice by adding communication channels including email, SMS and web chat.

"We needed a simple, intuitive architecture so the team could configure queues, roles and users without involving IT," says Rebekah Avill, head of commercial systems for JPIMedia. "After benchmarking cloud contact centre solutions from the market, our conclusion was that there was nothing that came close to Genesys Cloud."

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Smart Campaigns to reach the right people

Working with Genesys partner Foehn, JPIMedia’s CRM system is now embedded in Genesys Cloud. This close integration enables its staff to process all incoming enquires faster while handling credit card payments securely through a single interface.

"Running successful campaigns isn’t only about increasing dials and connections, it’s also vital to make sure you’re targeting the right people," Avill explains. "That’s how you convert new leads to build a happy, loyal customer base. Genesys Cloud allows us to easily compile call lists and scripts to build this customer base."

Another key benefit to JPI Media will be the addition of an outbound SMS channel. "Many of our customers are busy tradespeople, such as plumbers and builders, who have their hands full and cannot always get to the phone," adds Avill. "So, instead of placing a call, we intend to send them a text to remind them their advert is due to expire, along with a quick link so they can renew it when they get home from work."

Additionally, making a switch to the cloud has allowed JPIMedia to gain better insight into its operations. Avill explains: "We used to struggle to measure productivity and customer behaviour. We knew that email was one of our most popular channels, we could only guess volumes and spot-check for quality. Now, we’ve have much better reporting and transparency of agent performance, channel management and coaching requirements."

"Shortly after going live, we needed to add our customer service teams to Genesys Cloud and move them away from the PBX environment they’d used for many years" explains Avill. "We created, tested and executed the changes for 60 users and five new IVRs within a couple of weeks."

The cloud-based contact centre was also instrumental in ensuring business continuity during the COVID-19 pandemic. Following government regulations for UK citizens to work from home, JPIMedia was quick to enable home working for its agents with minimal disruption to day-to-day business. "We successfully transitioned 450 users to a temporary remote working model within five days following government advice. This allows our commercial teams to stay connected with our customers," concluded Avill.

#contactcenterworld, @Genesys

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.genesys.com


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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Today's Tip of the Day - Motivating Agents With No Money!

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

Published: Thursday, June 4, 2020

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2020 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix
Cloudonix provides businesses with software development tools (APIs/SDKs) enabling contextual communications, using existing communications tools and workflows.
Connect your website or mobile APP directly to your call or contact center, keeping the context of who the caller is, why they are calling, and how they got to you as part of the call.

3.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
PH: +34 952 667 511

4.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)
PH: 7608463385
 
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