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

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.