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BMW Group

Powering innovation with an all-in-one contact center solution

The BMW Group launched BMW ConnectedDrive, a proprietary value-added service that sends an emergency notification in the event of an accident. It also provides information from a real person on the driver’s surrounding area, such as restaurant information. The service connects drivers with a contact center operator and offers optimized communication exchanges via voice and data. Genesys and prominent system integrator Iwatsu Electric were tasked with constructing the system.

Because the service provides customer care that’s unlike conventional driver services, BMW compared and examined two other companies’ contact center solutions, in addition to the Genesys PureConnect™ solution, in the ConnectedDrive contact center system. The results led BMW to adopt the PureConnect platform. According to one system administrator at BMW, the company chose Genesys for several reasons.

“The first requirement was that it had to be built based on SIP. The Genesys PureConnect solution was one of the first systems built for SIP compatibility, so it cleared that requirement without a problem. Also, the PureConnect solution beat out the other two companies because of initial cost, installation time and its rich interface. We ended up going with the PureConnect platform, and I think it was a good choice overall because it was easy to integrate with existing systems, while the modules are flexible and expandable.”

Benefits

  • Differentiated offerings
  • Increased efficiencies
  • Reduced infrastructure costs and complexity
  • Improved customer experience

Challenges

  • Give customers a more personalized experience
  • Ensure fast, reliable connections between customers and the contact center
  • Deliver relevant physical and digital data to operators
  • Handle voice and data on the same platform
  • Optimize routing across global locations

The PureConnect solution beat out the other two companies because of initial cost, installation time and its rich interface. We ended up going with the PureConnect platform, and I think it was a good choice overall because it was easy to integrate with existing systems, while the modules are flexible and expandable.

System Administrator, BMW Group

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