An Post was dealing with thousands of calls every year from customers seeking tracking information for premium service mail they had sent (or were expecting), as well as other basic enquiries.

The company turned to IVR technology and self-service solutions to address the challenges that  come from managing such a large number of such enquiries.

An Post chose Genesys App Automation Platform with DTMF options that kick in if a caller with an enquiry has an accent not recognized by the system. The solution also included the Genesys whisper technology, which allows an agent being passed a call to hear the information already supplied by the customer, eliminating the need for the customer to repeat the same information again.

Even more importantly, Genesys provided An Post business users with the ability to tweak and adapt the customer journey.  This enables them to keep the customers happy and continuously increase productivity and efficiency.

Benefits:

  • Provided 24/7 service, 365 days a year
  • Reduced costs by diverting calls to self-service
  • Empowered business users to make changes without requiring technical assistance
  • Improved customer experience

“It’s very important for us to be able to make changes to the system easily and we make most of the changes we need through the Genesys solution.”

Aidan Hughes
Customer Service Manager

Challenges

  • Large, unmanageable volume of calls
  • Need to provide a consistently high-quality service to customers
  • Varied accents based on diverse customer base