Genesys has collaborated with Indian Motels Firm (IHCL), India’s largest hospitality firm, to embark on a journey of digital transformation with IHCL’s Digital Omni-Channel Contact-Centre Answer (Undertaking I-DOCS). The challenge deploys Genesys Multicloud CXTM, a full-featured omnichannel answer, to re-explore IHCL’s contact centre technique and improve buyer engagement.
Genesys Multicloud CX unifies voice and digital channels, self-service, and work objects by shifting the corporate’s contact centres to the cloud. It presents a seamless supply system that enhances each, IHCL’s reservation workforce and buyer engagement, utilizing extra proactive communication and effectivity instruments to make sure the supply of high-quality expertise all through all the buyer journey. The deployment of a centralised reservation community mixed with an in depth reporting framework; real-time analytics; and built-in voice, chat and e-mail channels assist additional improve IHCL’s total buyer expertise.
Talking concerning the collaboration, Raja Lakshmipathy, Managing Director, India and SAARC, Genesys, stated, “The client journey includes of many micro-moments that outline CX. Genesys Multicloud CX offers an enhanced expertise orchestration, which acts as a key differentiator for any model in in the present day’s digital-first period. Our collaboration with IHCL has allowed us to streamline buyer engagement methods and supply personalised and improved experiences. We’re proud to associate with IHCL for this challenge.”
The implementation of the Genesys Multicloud CX, in shut collaboration with its implementation associate CS Infocomm, has enabled IHCL to additional elevate its next-generation buyer expertise (CX) quotient via a number of buyer touchpoints and platforms by enhancing the customer support workforce’s effectivity.
Vinay Deshpande, Senior Vice President & Head of Digital & IT, IHCL stated, “As a customer-centric group, it’s our endeavour to make sure the best stage of buyer engagement throughout all our platforms. Undertaking I-DOCS permits us to cater to the next-generation of digital-first clients. With the assumption that nice CX sits on the intersection of transformation and orchestration, our partnership with Genesys has helped us elevate our buyer expertise from the bottom up.”
The implementation of I-DOCS supported by Genesys Multicloud CX has enabled IHCL to attain quicker response time, cut back name drop charges, meet any sudden surges in name quantity, and handle a continually evolving set of necessities and optimise agent sources whereas offering an enhanced and empathetic buyer expertise.
