Going places
Customer experience is moving in the right direction at Etraveli Group. Now, 2,800 customer service agents handle queries much more efficiently using the Genesys Cloud® platform. Along with a 15% productivity gain and 10% cost savings, the company has removed integration challenges and can see into its outsourced operations. Meanwhile, Genesys enables Etraveli Group to tightly orchestrate connected experiences. For example, it uses speech and text analytics to quickly identify and switch customers to channels with the highest resolution rates, such as chat and virtual assistants.
Intelligent omnichannel contact routing – Contact Management
Provider: Genesys
Solution/Product: Genesys Cloud & Genesys Cloud CX
Faced with the need to increase CX efficiency and serve a competitive market, Etraveli aimed to overcome outdated and siloed systems to provide a unified and improved customer experience.
Challenge
- Standardize technologies across 12 contact centers
- Gain insights about BPO partners
- Enhance visibility into the customer journey
Benefit
- 15% increase in employee productivity
- 10% uplift in schedule adherence amon BPO Partner
- Enhanced visibility of staffing bottlenecks
- 10% cost savings on IVR systems and call transfers
- 2x call and 3x email traffic surges absorbed by remote agents
- Performed market-by-market migration in some cases over a week
Solution
By using Genesys Cloud, Etraveli Group realized an innovative transformation that not only increased the efficiency and productivity of customer service, it also overcame the challenges of the COVID-19 pandemic. The integration of Genesys Cloud EX extended the improvement of the employee experience to back-office departments. Etraveli also uses speech and text analytics to optimize customer interactions and strategically improve the CX.