Tata Sky Selects Genesys to Revolutionize Indian Home Entertainment
DALY CITY, CA — September 30, 2014 — Genesys (www.genesys.com), a leading provider of customer experience and contact center solutions, today announced that Tata Sky, India’s leading Direct-to-Home (DTH) provider has deployed the Genesys Customer Experience Platform to enhance service delivery to its 13 million subscribers.
The new platform helps Tata Sky to better serve customers while empowering its workforce to effectively support customers across multiple touchpoints seamlessly. Additionally, the platform provides greater efficiencies in Tata Sky’s contact center operations and provides subscribers with new, personalized self-service applications to improve the customer experience.
“We are pleased that Tata Sky has implemented Genesys to enhance the subscriber experience,” said Bruce Eidsvik, Managing Director of Genesys APAC. “Our best in class, multi-channel software is an ideal complement to Tata Sky’s vision of revolutionizing home entertainment in India and empowering every television viewer.”
The multi-channel capabilities of the Genesys solution integrates with Siebel, and provides Tata Sky customer service agents with a more productive and efficient work environment taking advantage of “customer-priority” based agent routing. The integrated email and chat solution offers customers a unified experience, as well as enhanced self-service applications. Additionally, the new Genesys solution provides a personalized, voice self-service dynamic IVR application, which reduces time that customers spend on unwanted menu options and helps transform the overall customer experience.
“Tata Sky is pleased to partner with Genesys in our quest to bring superior quality television entertainment to its viewers. The system is clearly best in class and offers cost savings, operational efficiencies and visibility into contact center operations,” said Harit Nagpal, Chief Executive Officer (CEO) of Tata Sky. “Tata Sky strives to bring not only superior quality television entertainment to its viewers, but also to offer the best customer service possible. We have built an extensive customer service network across the country with 24-hour call centers staffed by highly competent multi-lingual customer service associates.”
Tata Sky, a joint venture between Tata Sons and 21st Century Fox, provides DTH television services to viewers in India. The company launched in 2006, empowering Indian viewers with ‘Choice, Control and Convenience’ by offering them the most comprehensive channel line-up in superior picture and sound quality along with innovative interactive services, customized for the Indian market.
Genesys is the market leader in multi-channel customer experience (CX) and contact center solutions in the cloud and on-premises. We help brands of all sizes make great CX great business. The Genesys Customer Experience Platform powers optimal customer journeys consistently across all touchpoints, channels and interactions to turn customers into brand advocates. Genesys is trusted by over 4,500 customers in 80 countries to orchestrate more than 100 million digital and voice interactions each day. Visit us at www.genesys.com or call us at +1.888.436.3797.
+65 9750 1270
+65 6825 8028