Personalize the shopping experience with a connected journey.
Transform banking engagement with seamless experiences across channels.
Deliver on the promise of digital government.
Create secure, connected patient experiences at every touchpoint.
About 60% of the Saudi population is under 25 years old. Yet, legacy contact center challenges made it hard for STC to engage digitally. Now, with Genesys omnichannel engagement capabilities, agents can see full contact histories across all channels; voice, web, SMS chat, email, and social media.
Productivity per agent has more than doubled with customers enjoying higher-quality interactions and faster service. Moving to a single platform has also helped STC to greatly reduce training costs.
Digital influencers and other high-value customers are transferred directly to dedicated agents. First contact resolution has climbed to 85%, while web chat target performance improved by 62%. NPS increased by 21%, with customer satisfaction up 11%, fueling a 5% rise in survey responses.
“We’ve grown social media traffic by 25%, while simultaneously reducing agent staffing costs by 15%.”
Riyadh Alonazi, General Manager, Customer Care Centers , Saudi Telecom Company
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.
