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 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

Challenges

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

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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