San Francisco, CA, USA, Feb, 2020 -- Genesys, a global provider in cloud customer experience and contact center solutions, announced that Swisscom's customer satisfaction, efficiency and transactional Net Promoter Score(R) have improved since deploying Genesys Messaging for Apple Business Chat just six months ago.
"Our customers are shifting their preferred communication methods from traditional voice services to messaging," said Rolf Neukom, Product Manager at Swisscom. "They expect to be able to connect with us just like they do with friends and family. We recognize that with support for messaging apps, we can meet our customers where they are. The Genesys integration with Apple Business Chat made it easy to bridge the gap and led to more satisfied customers."
Through the integration of Apple Business Chat with Genesys, consumers can start a conversation with a Swisscom customer service agent, ask a question about plans and other services, and look up store locations in Maps, Safari and with Siri during a chat.
Neukom said, "Our employees now have a 360-degree view of the customer across all touchpoints and can deliver more personalized service. That was hard to accomplish with traditional communication channels."
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.
With revenue of CHF 4.8 billion for the first half of 2006 and a workforce of 16,739 full-time employees, the Swisscom Group is one of Switzerland’s telecoms company. Swisscom is present nationwide, delivering all services and products for mobile, fixed and IP-based voice and data communications.
Published: Monday, February 24, 2020
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