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Welsh Water

Makes their customer experience vision a reality

Welsh Water provides both drinking water and wastewater services to Wales and parts of western England. As Welsh Water customers increasingly turn to non-voice channels to interact with the company, Welsh Water needed a multichannel platform that could integrate with existing technologies and deliver an integrated customer experience to meet their key business objectives.

The new Genesys system is a lot more flexible and can grow as we need it to. The controls are a lot closer to the business user, and we don’t have the employ specialists in the IT Department to configure it for us.

Colin Whitby, Head Contact Strategy, Welsh Water