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Home > Customer Stories > China Comservice

China Comservice

China Comservice delivers omnichannel CX with Genesys PureConnect on cloud

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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 PureConnectTM 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
China Comservice

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

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About Genesys

Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 11,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.

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