Bpost needed to refresh its IVR to make it more consistent with the near-real-time needs of a contact centre facing millions of incident-driven calls.
The solution needed to be more flexible than their existing IVR. The old IVR required a technically complex, time consuming and costly change process for any update. The platform simply did not meet the new and ever-changing business demands. Plus, they needed the solution to be delivered fast.
Genesys App Automation Platform provided bpost with a whole new approach to the design and management of self-service applications. With rapid delivery, instant changes and unlimited flexibility, the new platform enabled the delivery of an individually-tailored experience on every call. This was achieved in 6 weeks and with 70% less effort than traditional development approaches.
Rapid response to changing business needs
Higher efficiency in call routing to best suit each individual customer’s needs
Business users manage IVR system without requiring technical resources
“The apps enabled the rapid deployment of personalised, dynamic IVR with 70% less effort than traditional development approaches. Genesys has also given us a toolbox that allows us to react to changing market conditions and be proactive in making changes to the IVR.”