BT Consumer and Genesys Win Silver Innovation in Customer Service Award

Genesys, the market leader in omnichannel customer experience and contact centre solutions, today announced that BT Consumer has been awarded the Silver ‘Innovation in Customer Service’ award at the 2016 European Contact Centre & Customer Service Awards (ECCCSA) for its customer experience transformation programme with Genesys.

Designed to celebrate Europe’s best customer service providers, the ECCCSAs recognised Genesys and BT Consumer for their partnership to implement BT’s ‘customer first’ strategy by transforming its customer experience systems and processes, and increasing its use of digital channels like webchat.

Genesys and BT Consumer were chosen based on a written submission and a presentation to the judging panel of industry experts. To win, Genesys and BT Consumer demonstrated that the combination of Genesys Skills-based Routing, Intelligent Workload Distribution and the Omnichannel Engagement Centre solutions increased customer satisfaction by providing faster, more effective issue resolution and new contact channels.

Teon Rosandic, Vice President, UK and Ireland at Genesys, said: “BT has successfully transformed its customer experience with the Genesys CX platform to ensure customers can get fast issue resolution however they wish to get in touch. Recognition in the ECCCSAs is testament to the strength of our partnership and shared focus on delivering the best possible experience for BT Consumers’ customers.”

For more information visit www.genesys.com/uk.