Service innovation drives business expansion
One of Sweden’s fastest-growing customer experience providers, Releasy, started out as an outsourcing company for firms in the telecom, energy, publishing and media markets. Today, this flourishing business has expanded to five contact centres — forming a one-stop shop for omnichannel services, automation and artificial intelligence (AI)-powered innovation.
Partnering is a cornerstone of its strategy. “We’ve been collaborating with Genesys and Advania for several years, finding ways to continuously improve services and push the boundaries with exciting new offers,” said Johan Frodell, CEO for Releasy.
Being everywhere for customers
Efficiently multitasking and managing multiple queues, 700-plus Releasy agents use the Genesys PureConnect™ application to handle around 240,000 calls; 155,000 emails and 50,000 chat conversations weekly.
To better manage these interactions, Releasy enhanced the experience with smart integrations. Releasy uses Indicate Me, which pulls real-time data from the Genesys platform and workforce engagement management system to create a 360-degree dashboard for managing everything from agent efficiency and customer satisfaction to contact and sales KPIs. Tight integration with Salesforce gives agents the latest knowledge and case notes at their fingertips.
Client services were maintained throughout the COVID-19 pandemic, which was first felt at the company’s Barcelona site.