Genesys and the DWP Win a European Innovation Award

Genesys have won an award at the 2017 European Contact Centre & Customer Service Awards (ECCCSA). 

The prize was Gold in the Best Innovation in Business Transformation category for the Department for Working Pensions (DWP) digital transformation programme, which was supported by Genesys.

Designed to celebrate Europe’s best customer service providers, Genesys and DWP were shortlisted and recognised for their partnership to implement DWP’s customer-centric approach and strategy based on a written submission and presentation to the judging panel of industry experts.

Over the past seven years the UK government has been on a journey to transform its service provision to provide a better service to citizens and drive significant efficiencies through the use of digital technology. This was accomplished by transforming DWP’s customer experience systems and processes with the use of a complete SIP voice technology based on the Genesys Omnichannel Engagement Centre.

Kashaf Chaudry, Director Strategic Solutions – Public Sector at Genesys, said: “DWP has successfully transformed its customer experience platform to ensure customers demonstrate how its use of technology has been instrumental in making advances.

“Recognition in the ECCCSAs is testament to the strength of our partnership and shared focus on delivering the best possible customer experiences.”

The ECCCSA awards ceremony was held at Evolution, Battersea Park, London, on 28 November. More information on the award categories and process can be found at: www.ecccsa.com.
For further information about Genesys, visit: www.genesys.com