De Persgroep

Delivering customer service in an efficient and measurable way

De Persgroep is a leading publisher in the Netherlands with 167 national, regional and local papers. Delivering millions of newspapers a day results in many customer contact moments for their customer service department. After merging with Wegener in 2015, their customer service department doubled in size and locations, requiring the publishing company to find a platform that was scalable enough to connect all sites into one virtual contact center.

De Persgroep chose the Genesys PureConnect™ solution because of the flexibility, scalability and stability that it offers. Agents now are able resolve customer inquiries during the first contact and work more efficiently because of the shorter queue times. PureConnect provided De Persgroep with a seamless customer experience on one open platform, as well as constant innovation to make them future proof.

Benefits

85% of customer interactions are automated
Increased visibility into agent performance
Increased scalability
Shorter queue times
Increased customer satisfaction

“Genesys PureConnect gives us stability and ensures all interactions always reach us. We have confidence in the platform, because so much is invested in innovation and development.”

Michael Waalwijk, Product Owner Ominchannel Squad, De Persgroep

Challenges

Monitoring agent activity
Merging of two systems
Lack of agent efficiency

Platform

Genesys PureConnect

Solutions

+1.888.436.3797

Genesys Cloud CX

Every year, Genesys® orchestrates billions of 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.