Historically Schneider Electric, a global leader in energy efficiency, had hundreds of small call centres worldwide. That led to suboptimal use of agent resources and varying customer service levels.
The company decided to consolidate the estate into fewer high-level contact centres and chose the Genesys Customer Experience Platform. In total, 40 contact centres were integrated to meet more than 100 countries’ needs.
All calls are handled by human agents. In fact, for efficiency and best customer service, the Genesys system insures that the last agent to speak to the customer handles the call. Integration between Genesys and a Salesforce cloud-based CRM system insures agents have the full contact history in front of them.
88% first call resolution
90% of calls answered in 20 seconds
90% of agents satisfied with the Genesys solution
Significant rise in customer satisfaction and agent efficiency
Consistent and unified reporting solution
Consolidate and harmonise multiple customer service centres worldwide
Increase customer and agent satisfaction while improving resource utilisation