Waste Management, a leading environmental services company, centralized contact center operations leveraging the Genesys CX Platform to service some 21 million residential, commercial and public sector customers. As a result of the consolidation, Waste Management has seen an increase in operational efficiency while better leveraging the skills of the organization to serve customers across key communication channels.
"This has been a very good experience for us, and it has had a great outcome. Now we are able to provide a consistent customer experience across all channels -- we are able to weave together these interactions. For us Genesys is like a single pane of glass."
Gautam Roy, Vice President, Infrastructure, IT Operations