China Comservice

China Comservice delivers omnichannel CX with Genesys PureConnect on cloud

China Communications Services Corporation Limited, also called China Comservice or CCS, provides call center value-added services and BPO services. As the only overseas-listed Chinese company to provide integrated services for telecommunications, media and technology companies, they wanted a solution that was stable, flexible and easy to maintain for themselves and their clients.

Implementing the all-in-one Genesys PureConnect^TM Cloud platform met these requirements while also resulting in higher efficiency and customer satisfaction.

Benefits

Lowered call abandon rate to 3%
Increased customer satisfaction rate
Reduction in customer complaints

Challenges

Flexibility to support clients with ongoing changes
Easy to deploy and maintain in a large-scale operation
Support remote agents

Solutions

Genesys PureConnect Cloud platform

“The Genesys product that we’ve been using is the PureConnect platform—mainly the softswitch solution and the cloud solution. Across the board, it has been good and has good stability.”

Zhang Yi, Sales Director, China Comservice

+1.888.436.3797

About Genesys

Every year, Genesys® orchestrates more than 70 billion 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.