Swisscom Accelerates Sustainability and Innovation with Genesys Cloud
2024年4月24日 - 3:00PM
ビジネスワイヤ(英語)
Leading telecommunications company to fuel
AI-driven experiences that improve customer loyalty and empower
employees
Genesys®, a global cloud leader in AI-powered experience
orchestration, today announced that Swisscom AG, a major
telecommunications provider in Switzerland has accelerated customer
and employee experience innovation while furthering its corporate
sustainability objectives by evolving to the Genesys Cloud™
platform.
Swisscom is the largest telecommunications provider in
Switzerland, with more than 19,000 employees who offer mobile,
internet and TV services, as well as comprehensive IT and digital
services. A longtime Genesys on-premises customer, Swisscom set its
sights on moving its contact center to the cloud as the next step
toward creating next-generation experiences that improve customer
satisfaction, empower its agents to be more efficient and
effective, and support its sustainability initiatives.
Swisscom joins a list of leading Swiss organizations that have
deployed Genesys Cloud through the Amazon Web Services Europe
(Zurich) Region, launched at the end of 2023. The availability of
the Genesys Zurich Region enables more businesses in Switzerland to
benefit from cloud services to digitally transform and enhance
their customer and employee experience all while meeting
increasingly high requirements for compliance with local data
privacy regulations.
“Swisscom believes strongly in people and partnerships,” said
Dirk Wierzbitzki, head of residential customers at Swisscom. “We
seek out premier partners like Genesys that provide the best
technological innovations for our customers and employees while
also maintaining human empathy. Our objective is to find the
perfect balance of human and technology to create the best customer
journey.”
The Human Element of AI Innovation
The evolution to Genesys Cloud provides Swisscom with the
all-in-one platform and AI power they need to accelerate innovation
and create unified experiences that drive loyalty and maximize
growth opportunities.
“Businesses in Switzerland and all over the world are facing
increasing pressure to innovate and digitize faster to remain
competitive,” said David Marcès, country manager Alps region, at
Genesys. “We are focused on supporting organizations in
accelerating their technological evolutions by enabling them to
advance their customer and employee experiences to the cloud using
our AI-powered solutions.”
As part of its transformation, Swisscom will use Genesys Cloud
AI capabilities to empower its human agents by upleveling their
range of services and abilities. With Genesys AI-driven solutions,
including Agent Assist and Predictive Routing, Swisscom expects to
enhance both the agent and customer experience by ensuring the
right agent helps the customer at the right time with the right
information they need at their fingertips. This means agents can
better navigate inquiries to ensure customers receive faster
resolutions.
While usage of digital channels continues to grow, voice
continues to remain the most popular service method for Swisscom
customers. To ensure its voice channel is inclusive of all
customers, Swisscom is currently working closely with Genesys to
create its own Swiss-German language model to provide more
efficient and personalized service.
Powering Innovation for a Sustainable Future
In addition to selecting Genesys to help usher in a new era of
CX for Swisscom, the company recognized the opportunity evolving to
Genesys Cloud would play in achieving its sustainability goals. To
contribute to capping the global temperature rise at 1.5 °C
Swisscom committed to becoming net zero for the entire Swisscom
Group according to SBTi by 2035 and wants to save 1 million tons of
CO2 annually by 2025. Moving from an on-premises solution to
Genesys Cloud will help Swisscom significantly lower its carbon
footprint for more than 1,800 concurrent agents using the
platform.
“Swisscom sought a partner who could deliver on the promise of
AI enablement and help them further their sustainability goals,”
said Olivier Jouve, chief product officer at Genesys. “Genesys is
uniquely suited to accelerate Swisscom’s impact through our ability
to empower organization with the most innovative and sustainable
solutions. With our unparalleled AI powered experience
orchestration, we’ll help Swisscom usher in a new future of CX for
their customers and agents.”
About Genesys
Genesys empowers more than 8,000 organizations in over 100
countries to improve loyalty and business outcomes by creating the
best experiences for customers and employees. Through Genesys
Cloud, the #1 AI-powered experience orchestration platform, Genesys
delivers the future of CX to organizations of all sizes so they can
provide empathetic, personalized experience at scale. As the
trusted, all-in-one platform born in the cloud, Genesys Cloud
accelerates growth for organizations by enabling them to
differentiate with the right customer experience at the right time,
while driving stronger workforce engagement, efficiency and
operational improvements.
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are trademarks, service marks and/or registered trademarks of
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Media Contacts
Kelley Crane, Genesys Kelley.crane@genesys.com
Method Communications genesys@methodcommunications.com