Lowell Future Proofs Communication Centre in the DACH region by Moving to the Cloud with Genesys
Genesys Cloud replaces on-premises solution for rapid innovation, scalability and advanced features
Frimley — September 12, 2019 — Lowell, a leading European credit management company, has benefited with flexibility, scalability and cost efficiencies since moving their communications centre in the DACH region to the Genesys Cloud platform. Lowell adopted the leading Software as a Service (SaaS) solution from Genesys for its rich capability set, proven performance, scalability and continuous release of new features.
“At Lowell, we believe our customers are at the centre of everything we do,” said Daniel Degen, head of communication centre at Lowell. “In order to handle each customer as individually as possible, we needed a tool that could help us approach each person the way he or she wants to be approached. We have that solution in Genesys Cloud.”
In addition to improved customer service, Degen explained that migrating from the former system to Genesys Cloud software will also result in noticeable operational efficiencies. “The business case for Genesys Cloud was largely based on cost savings. It allows our agents to work more effectively by focusing on the needs of our customers and enables us to adopt new features more rapidly than our previous system.”
Degen explains, “Our previous setup did not give us the capabilities we needed for successful work. Not only would this have been time consuming, but we ultimately wanted a solution that was already proven so we could scale-up rapidly. Genesys Cloud met all of our requirements and allowed us to go live quicker than we would have been able to with our incumbent provider.”
Seamless migration to Genesys Cloud
Lowell migrated its first wave of agents in the DACH region to the platform in less than two months and plans to onboard more in the near future. “Genesys Cloud allows agents to quickly and easily handle all of their core tasks,” says Degen. “Our agents really appreciate how intuitive and easy to use Genesys Cloud is – they compare it to the simplicity of popular social media sites,” says Degen.
Lowell also appreciates that the Genesys Cloud platform can be easily configured within its interface. This gives managers a clear and transparent overview of their relevant key performance indicators by the help of the Genesys API, which delivers data to their business intelligent tool automatically.
Another early benefit is Lowell’s improved ability to detect answering machines by 98% because of the answering machine detection (AMD) and outbound dialler capabilities of the Genesys Cloud application. “Typically, in our industry many outbound calls are diverted to answering machines, which is not a good use of our agents time because we aren’t reaching customers,” Degen explains. “However, thanks to the features built into Genesys Cloud, we are now able to identify any calls that are not answered by a human, which makes our agents more efficient and allows them to spend more time in calls with customers who need our help.”
Ready to Meet Tomorrow’s Customer Expectations
In the DACH region, Lowell anticipates expanding its use of Genesys Cloud to meet the evolving needs of its customers. Already, the company is considering ways it can take advantage of artificial intelligence (AI) and improve service by adding touchpoints for customers. According to Degen, “In the future, we want to expand channels. We recognize some customers may find it difficult to call, so we want to be able to offer more convenience through channels like SMS, chat and e-mail.”
Degen continued, “For us, speed and innovation are not just buzzwords, but critical in delivering and meeting our customers’ expectations – and with Genesys Cloud we can do just that. It is a platform that allows us to build for the future.”
Lowell is one of Europe’s largest credit management companies with a mission to make credit work better for all. It operates in the UK, Germany, Austria, Switzerland, Denmark, Norway, Finland and Sweden.
Lowell’s unparalleled combination of data analytics insight and robust risk management provides clients with expert solutions in debt purchasing, third party collections and business process outsourcing. With its ethical approach to debt management, Lowell always looks for the most appropriate, sustainable and fair outcome for each customer’s specific circumstances.
Lowell was formed in 2015 following the merger of the UK and German market leaders: the Lowell Group and the GFKL Group. In 2018, Lowell completed the acquisition of the Carve-out Business from Intrum, which has market leading positions in the Nordic region. It is backed by global private equity firm Permira and Ontario Teachers’ Pension Plan.
For more information on Lowell, please visit our investor website: www.lowell.com
About Genesys Cloud
Genesys Cloud is the customer experience platform that delivers rapid innovation across the Genesys suite. It provides businesses with a fast, easy way to connect and optimize customer and employee journeys across any channel — all through a single technology platform and provider. Genesys Cloud serves as the foundation for the company’s two SaaS products, Genesys PureCloud and PureEngage. On-premises customers using PureEngage and PureConnect can also consume new capabilities released via the Genesys Cloud. With hundreds of integrations and open API’s, Genesys Cloud is simple to build on top of, customize and extend.
Genesys® powers more than 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel. Every day, 11,000 companies in more than 100 countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement because they perform equally well across channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering. Visit genesys.com on Twitter, Facebook, YouTube, LinkedIn and the Genesys blog.