Bpost

Bpost needed to refresh its IVR to make it more consistent with the near-real-time needs of a contact centre facing millions of incident-driven calls.

The solution needed to be more flexible than their existing IVR. The old IVR required a technically complex, time consuming and costly change process for any update. The platform simply did not meet the new and ever-changing business demands. Plus, they needed the solution to be delivered fast.

Genesys App Automation Platform provided bpost with a whole new approach to the design and management of self-service applications. With rapid delivery, instant changes and unlimited flexibility, the new platform enabled the delivery of an individually-tailored experience on every call. This was achieved in 6 weeks and with 70% less effort than traditional development approaches.

Benefits

• Rapid response to changing business needs
• Higher efficiency in call routing to best suit each individual customer’s needs
• Business users manage IVR system without requiring technical resources
• Implementation completed in six weeks

Challenges

• Improve call handling at branch level
• Make customer interactions more efficient

Solutions

• Genesys Voice Platform
• Genesys App Automation Platform