Case Study: Furniture Retailer Gains Competitive Edge

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Westbridge Furniture Designs has chosen the Genesys Cloud Premier Edition to transform its customer experience.

The customer

Westbridge Furniture Designs is the UK’s largest own brand upholstery manufacturer, supplying leading retail brands including John Lewis, Next and Marks & Spencer.

The solution

The company will replace its existing customer service technology with the Genesys Cloud Premier Edition, which it plans to install in a matter of weeks.

The solution is a pure cloud, Virtual Contact Centre offering that delivers everything that small to mid-size contact centres need to provide exceptional customer experiences.

The solution features Interactive Voice Response (IVR) technology which will enable Westbridge Furniture Designs’ team of contact centre agents to provide a more personalised and focused customer experience to its callers.

It will also provide sophisticated reporting capabilities to the management team based on factors including agent productivity, SLAs met and any training requirements.

The results

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Mark Turner

“Genesys Cloud Premier Edition is a key business solution for us, not just because of its sophisticated IVR capabilities, but we are also particularly looking forward to being able to add functionalities such as web chat as we expand our business and our customer service team,” said Shona Vance-Lousada, Senior Customer Service Manager at Westbridge Furniture Designs. “As a customer service manager, I see real business benefits in being able to support agents by having the ability to listen to calls and assist where necessary and to monitor productivity, which will allow me to step in and give agents any extra training they might need.”

“Westbridge Furniture is a great example of how cloud solutions can assist companies to better serve their customers and continue to build trust and loyalty with their most important asset,” said Mark Turner, Senior Vice President EMEA at Genesys.

For more information about Genesys, visit their website.

Author: Megan Jones

Published On: 10th Sep 2014 - Last modified: 12th Dec 2018
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