To achieve our goal of Digital Transformation we need to deliver a superior customer experience by embracing digital technologies.
For this reason, we started several months ago a project to implement Contact Centre as a Service in the UK. The objectives of this initiative are to move away from our old and obsolete voice systems and to migrate to a Global Cloud platform enabling new technologies and superior call handling features.
Genesys PureCloud was identified as the global leader for Contact Centre solutions which brings many ways of engaging with customers plus direct integration with Dynamics CRM and it will enable us to enhance our customer service.
We are pleased to announce that we have now completed the implementation. During the last two months we have migrated 230 Users in the three main sites: Rugby, Preston Brook and Stockton plus a further 18 Users based in Czech who support our commercial administration.
Whilst the Genesys PureCloud solution is a sizeable change in the way our agents and teams work we did not experience any major incident or event which impacted the service provided to our customers during the transition.
Agents have quickly adopted the new system functionalities and we are learning more about customer behaviour through the live statistical reporting. Feedback from Supervisors and Agents has been very positive with thousands of calls being received and made each day. Customers are now managed by more intelligent call handling features and they are advised of their position in the queue if they are waiting. Various CEMEX branded messages are played as On Hold audio so maximising the sales opportunity.
The implementation has been a great success, driven by the support and engagement of all the business areas. We recognise the effort and dedication on this project.
Today, at this difficult time we are able to take advantage of this cloud-based technology to help ensure the continuity of our daily activities, allowing our agents to work from home whilst still communicating effectively with our customers and colleagues.
We hope to take full advantage of Genesys PureCloud and to expand its use and continue providing a superior customer experience.