Case Study: Sky Improves Customer Experience

Sky has improved its customer experience with help from Genesys.

The home entertainment and communications company operates over twenty contact centres across a mixture of in-house and outsourced locations, dealing with approximately 150,000 calls daily.

The solution

Due to the sheer number of calls the company receives, they adopted the SIP-based Genesys Customer Experience Platform, which provides the required virtualisation and management information.

The benefits

The solution helps Sky to deal with high-profile Sky Box Office boxing Pay-Per-View events.

The solution also helps Sky to develop consistent and coherent cross-channel customer conversations along the different touch-points of the customer journey to deliver great customer experiences.

“There is no bigger priority for us than delivering simply great service,” said Danny Clarke, Customer Telephony Design Manager at Sky. “Thanks to Genesys, we are able to handle calls through a single virtual queue and deliver a consistent caller experience, as well as achieving clear visibility of all agents, enabling us to match resources to call volumes and identify potential problems before they affect service.”

“We are committed to bringing companies the innovative tools they need to differentiate themselves,” said Mark Turner, Senior Vice President EMEA at Genesys. “Sky is a great example of how Genesys can assist companies in creating a tailor-made customer service solution to better serve their customers and continue to build trust and loyalty with their most important asset.”

For more information about Genesys, visit their website.