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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."

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

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 - Customers Wary Of Fraud Calls

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

Published: Thursday, June 4, 2020

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2023 Buyers Guide Business Continuity


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.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)


VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

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.

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