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

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About Genesys

Every year, Genesys^® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service^℠ so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud^™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility.