A1

Business rules change the game for A1

In today’s digital age, your customers have more choices and higher expectations than ever before. Optimising the customer experience is essential to sustain a competitive advantage. And this means having the technology that enables you to offer seamless, consistent, personalised engagement across all customer journeys, channels and interactions.

As a contact center manager, you have a finite number of available agents, a variable volume of contacts and a limited amount of time. Learn how one company overcame these challenges using the Genesys® PureEngage™ platform to optimise assets and orchestrate customer journeys—giving customers the personalised experience they expect.

Benefits

  • Improved operational efficiency
  • Improved customer experience
  • Reduced reliance on IT
  • Increased agent productivity

Challenges

  • Difficulty adjusting quickly workload changes
  • Challenges prioritising interactions
  • Heavy reliance on the IT department

The business benefits far outweigh the costs of migration.

Franz Ott, Business System Analyst, Customer Service, A1

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