KPN draws on robust insights to deliver personalized customer experiences

KPN provides customer service from virtual contact centers run by three BPOs, which serve the telecommunications provider’s consumer, business; and wholesale customers. Implementing the Genesys Cloud™ platform has enabled KPN to centralize its contact channels, gaining robust insights across all its business lines. Genesys Cloud also has enabled KPN to deliver more personalized interactions; for example, it has optimized service with predictive routing — matching each customer with the agent best able to serve them.