{"id":238977,"date":"2020-02-20T05:20:57","date_gmt":"2020-02-20T13:20:57","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=announcements&p=238977"},"modified":"2020-02-20T04:58:09","modified_gmt":"2020-02-20T12:58:09","slug":"swisscom-quadruples-customer-interactions-in-just-six-months-with-genesys-messaging-for-apple-business-chat","status":"publish","type":"announcements","link":"https:\/\/www.genesys.com\/en-gb\/company\/newsroom\/announcements\/swisscom-quadruples-customer-interactions-in-just-six-months-with-genesys-messaging-for-apple-business-chat","title":{"rendered":"Swisscom Quadruples Customer Interactions in Just Six Months with Genesys Messaging for Apple Business Chat"},"content":{"rendered":"

[vc_section full_width=”stretch_row” css=”.vc_custom_1572299908147{padding-bottom: 0px !important;}”][vc_row equal_height=”yes” content_placement=”middle”][vc_column][vc_column_text el_class=”pre_h1″]02\/20\/2020[\/vc_column_text][vc_column_text]<\/p>\n

Swisscom Quadruples Customer Interactions in Just Six Months with Genesys Messaging for Apple Business Chat<\/strong><\/h1>\n

Genesys supports the world\u2019s leading messaging services, including Apple Business Chat<\/em><\/h2>\n

[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section css=”.vc_custom_1572297878492{padding-top: 0px !important;}”][vc_row][vc_column][vc_column_text]Frimley, UK <\/strong>\u2014 February 20, 2020 \u2014Genesys\u00ae,<\/a><\/u> the global leader in cloud customer experience<\/a> and contact center solutions<\/a>,<\/u> today announced that Swisscom\u2019s customer satisfaction, efficiency and transactional Net Promoter Score\u00ae have improved on the messaging channels by nearly 10% since deploying Genesys Messaging for Apple Business Chat<\/a> just six months ago.<\/p>\n

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\u201cOur customers are shifting their preferred communication methods from traditional voice services to messaging,\u201d said Rolf Neukom, Product Manager at Swisscom. \u201cThey expect to be able to connect with us just like they do with friends and family. We recognise that with support for messaging apps, we can meet our customers where they are. The Genesys integration with Apple Business Chat made it easy to bridge the gap and led to more satisfied customers.\u201d<\/p>\n

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Intuitive Conversations on the Customer\u2019s Terms<\/strong><\/p>\n

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Swisscom deployed Apple Business Chat on the Genesys Customer Experience Platform with support in two languages across four locations in just weeks. Now the company\u2019s customers can engage in rich messaging conversations with its associates directly via the Messages app on Apple products. Swisscom is also using the latest chat suggestions feature of Apple Business Chat, available on iOS 13. When a user taps to call Swisscom\u2019s customer service phone number, iOS offers a suggestion to start a Business Chat conversation instead. If the customer chooses to message, a conversation with Swisscom will open instantly in the Messages app, and users can respond when it\u2019s convenient.<\/p>\n

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Through the powerful integration of Apple Business Chat with Genesys, consumers can easily and conveniently start a conversation with a Swisscom customer service agent, ask a question about plans and other services, and look up store locations in Maps, Safari and with Siri during a chat.<\/p>\n

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The benefits of Apple Business Chat extend even further, enabling consumers to communicate directly with businesses, make payments easily and securely with Apple Pay, schedule appointments, choose from a list and more without having to toggle between apps. Genesys takes the user experience to unrivaled levels by allowing consumers engaged via Apple Business Chat to seamlessly move to a phone call without losing any context, by using the list picker to choose a date and time for a call within the conversation.<\/p>\n

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Proven Results with Genesys <\/strong><\/p>\n

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Since deploying Apple Business Chat, Swisscom\u2019s interaction volumes on that channel have quadrupled and agent productivity is higher with rich messaging than with voice. In addition, first contact resolution is now more than 80% on Apple Business Chat, exceeding industry standards.<\/p>\n

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In addition to adopting Apple Business Chat, Swisscom moved all support channels to the Genesys Customer Experience Platform. This helped the company break down silos that prevented true omnichannel engagement.<\/p>\n

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Neukom said, \u201cOur employees now have a 360-degree view of the customer across all touchpoints and can deliver more personalised service. That was hard to accomplish with traditional communication channels.\u201d<\/p>\n

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About Genesys <\/strong><\/p>\n

Every year,\u00a0Genesys\u00ae delivers more than 70 billion remarkable customer experiences for organisations in over 100 countries.\u00a0Through the power\u00a0of\u00a0the cloud\u00a0and AI,\u00a0our technology\u00a0connects\u00a0every customer moment\u00a0across\u00a0marketing,\u00a0sales\u00a0and\u00a0service on any channel,\u00a0while also improving employee experiences.\u00a0Genesys\u00a0pioneered Experience as a\u00a0ServiceSM\u00a0so organisations of any size can provide true personalisation at scale,\u00a0interact with empathy, and\u00a0foster customer trust\u00a0and\u00a0loyalty. This is\u00a0enabled\u00a0by\u00a0Genesys CloudTM, an all-in-one solution and the\u202fworld\u2019s leading public cloud contact center platform,\u202fdesigned for rapid innovation, scalability and flexibility. Visit https:\/\/www.genesys.com\/en-gb<\/a><\/p>\n

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\u00a92020 Genesys Telecommunications Laboratories, Inc. All rights reserved. Genesys, and the Genesys logo, are trademarks and\/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.<\/em><\/p>\n

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Contacts<\/strong>:<\/p>\n

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Genesys<\/strong><\/p>\n

Janne Virtanen<\/strong><\/p>\n

Senior Public Relations Manager \u2013 EMEA<\/p>\n

+447408 885 099<\/p>\n

Janne.virtanen@genesys.com<\/a><\/p>\n

 <\/p>\n

Whiteoaks International<\/strong><\/p>\n

Anne Chianalino <\/strong><\/p>\n

Whiteoaks PR<\/p>\n

annec@whiteoaks.co.uk<\/a><\/p>\n

01252 727313<\/p>\n

[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

[vc_section full_width=”stretch_row” css=”.vc_custom_1572299908147{padding-bottom: 0px !important;}”][vc_row equal_height=”yes” content_placement=”middle”][vc_column][vc_column_text el_class=”pre_h1″]02\/20\/2020[\/vc_column_text][vc_column_text] Swisscom Quadruples Customer Interactions in Just Six Months with Genesys Messaging for Apple Business Chat Genesys supports the world\u2019s leading messaging services, including Apple Business Chat [\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section css=”.vc_custom_1572297878492{padding-top: 0px !important;}”][vc_row][vc_column][vc_column_text]Frimley, UK \u2014 February 20, 2020 \u2014Genesys\u00ae, the global leader in cloud customer experience and contact center solutions, […]<\/p>\n","protected":false},"author":675,"featured_media":0,"template":"","class_list":["post-238977","announcements","type-announcements","status-publish","hentry"],"acf":{"news_date":"02\/20\/2020","utm_pass":false,"disable_chat":false},"news_date":"2020-02-20","_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/announcements\/238977","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/announcements"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/announcements"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/675"}],"version-history":[{"count":1,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/announcements\/238977\/revisions"}],"predecessor-version":[{"id":238978,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/announcements\/238977\/revisions\/238978"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=238977"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}