More transparency and improved collaboration through artificial intelligence

MSC Cruises was facing the challenge of optimizing their Customer Center in order to reduce costs, increase efficiency and achieve better adaptability to technological developments.

Challenge

• High maintenance costs and complexity: Difficulties in efficiently managing the contact center due to high maintenance costs and operational complexity.
• Dependence on external partners: Lack of autonomy due to strong dependence on external service providers for minor changes.
• Complicated change management: Time-consuming processes, such as creating purchase orders, for implementing changes.
• Limited agility and innovation: Limited development opportunities and ability to innovate.
• Complex migration processes: Challenges in migrating contact centers, especially in international locations.

Benefit

• Improved customer experience that spans multiple communication channels.
• Agile development and accelerated innovation: New level of agility and innovation that enables rapid change across multiple business systems.
• Effective data management and reporting: Improved reporting capabilities and decision-making processes.
• Strengthened business-IT collaboration: Promoting collaboration between business and IT teams.
• Cost reduction and simplification: Significant reduction in maintenance costs and simplification of operational processes after migration.
• Increased autonomy and efficiency: Independence from external partners thanks to the intuitive user interface of Genesys Cloud.
• Fast and risk-free modifications: Ability to test and implement changes within five days.
• Scalable and community-based development: Use of Genesys Cloud’s open API and the AppFoundry ecosystem allows any system (CRM, marketing systems) to be seamlessly integrated into Genesys Cloud.
• Simplified and reliable IT architecture: Lighter and more reliable infrastructure with high availability through cloud-based solution.
• Operational resilience and flexibility: Improved operational resilience, especially in emergency scenarios

Solution

Through the migration to the Genesys Cloud system, the company has fundamentally improved its contact center operational processes, resulting in increased agility, innovation and efficiency. This change not only optimized contact center operations, but also set new standards in customer service and business efficiency.