Welsh Water provides both drinking water and wastewater services to Wales and parts of western England. As Welsh Water customers increasingly turn to non-voice channels to interact with the company, Welsh Water needed a multi-channel platform that could integrate with existing technologies and deliver an integrated customer experience to meet their key business objectives.

"The new Genesys system is a lot more flexible and can grow as we need it to. The controls are a lot closer to the business user, and we don’t have the employ specialists in the IT Department to configure it for us."

Colin Whitby,
Head Contact Strategy,
Welsh Water