Smollan is an international retail solutions company focused on perfecting retail and shopper experiences. In an effort to modernize their customer experience, Smollan moved to a customer engagement solution in the cloud. With Smollan’s leadership team managing the resourcing and back-office function on PureCloud by Genesys, their leaders find themselves better equipped to manage staff. With PureCloud by Genesys, Smollan’s clients have also seen overall improvements in SLA and general monitoring of their queues. 

“PureCloud enables us to manage the entire customer experience, and allows more accurate reporting. It also presents an opportunity for introducing new services, such as web chat, and integrating CRM.”

Elton Ray
Supervisor, Contact Centre