TOT Public Company Limited is a Thai state-owned telecommunications and digital services provider. Laying the foundation for telecommunications in Thailand for over 60 years, TOT has always strived toward customer experience excellence.
In the wake of the COVID-19 pandemic, TOT contact centers were witnessing two to three times the call volumes. As a service provider operating on behalf of the government, TOT had to manage the fragile balance between empathy and timely information with anxious citizens and businesses seeking clarity on government actions in response to the pandemic. Providing live agent services for every inquiry using their existing system was ineffective. Moreover, owing to health and social distancing measures, the company had to limit the number of agents at its contact center facility.
TOT needed a solution that could scale rapidly and optimize agent resources. The potential of cloud and AI-driven automation resonated with its goal to address the demanding situation. To ensure superior customer experience without compromise, TOT turned to the Genesys Cloud CX™ platform as the best fit to suit its needs.