Learn how British Telecom made it a priority to understand why a customer has contacted them in order to better resolve their query and ensure satisfaction.

British Telecom has prioritized their workforce management and optimized workload management so that customers are assisted by the best skilled resource. They have also modernized the contact center, replacing their legacy hardware with a SIP-based Genesys solution. The result is reduced costs, increased efficiencies, and a better overall customer experience.

“Genesys worked very well with us as partners. Their strategy mirrored our strategy and our thought process, so it was a natural choice to go with Genesys. Together we continue to strive for the best in customer service.”

Paul Akister, Director of Contact Centres, British Telecom