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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

Product

Genesys PureConnect

Solutions

Read the customer story

“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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Genesys Cloud CX

Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service^®, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.