DCX Use Cases
Live-chat – Swiss Post
The Swiss Post Ltd, a leading company in the postal and logistics services sector, is at a decisive turning point. In the face of constantly advancing digitalisation, the company is striving to future-proof its IT infrastructure and further improve the quality of its services.
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Co-browsing / Collaboration – Ville de Genève
Implementation of a digital citizen platform for the City of Geneva based on ServiceNow for the areas of sport, social affairs and culture. This project is part of a larger initiative with the aim of digitising as many citizen contacts as possible with ServiceNow and thus making them faster, simpler and more transparent.
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Intelligent omnichannel contact routing – Nestlé
Nestlé successfully migrated 22 contact centres to the Genesys Cloud. This transition improved the stability, reliability and efficiency of their customer service operations, resulting in a significant increase in Net Promoter Score (NPS) and a reduction in Average Handling Time (AHT).
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Co-Browsing / Collaboration – Swica
An innovative 24/7 piket support system improves the availability of doctors and nursing staff, even during their rest periods. Automatic wake-up calls and call-backs ensure that urgent calls do not stay unanswered. Integration with the CRM system and the use of Genesys metadata creates detailed reports and ensures efficient workflows. This solution optimises emergency response and increases efficiency in healthcare.
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Voicebot as concierge – Swiss financial service provider
A Swiss financial services provider has implemented an intelligent voicebot that acts as a virtual concierge to optimise routing in the customer service centre. The voicebot understands High German, Swiss German and French, enabling it to efficiently forward calls. This innovation reduces waiting times and significantly increases customer satisfaction.
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Customer Experience Tracking – Nuuday
Nuuday has driven its digital transformation with a major overhaul of its customer experience (CX) and business processes. By expanding the use of Genesys customer experience solutions beyond the contact center to 40 retail stores, Nuuday has seen a 5% increase in Net Promoter Score (NPS), a five-fold increase in messaging conversations and 40% technology cost savings.
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Intelligent omnichannel contact routing – Etraveli Group
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.
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Voicebot as concierge – Saga
The insurance company analyzes voice interactions to determine whether the caller is inclined to take out supplementary insurance or extend their existing tariff. The AI-based routing uses these insights and forwards the interaction to employees who specialize in sales in these business areas.
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Customer Experience Tracking – Eesti Energia
Standardizing on the Genesys Cloud™ platform, Eesti Energia has unified its contact centers across five countries, while driving greener operations from a smaller IT footprint. With faster resolution of issues like billing queries, contract renewals, power issues and solar panel installation, customers always experience efficient service. Team leaders have a common dashboard and set of metrics for service-level tracking. Meanwhile, advisors spend less time searching and entering data, with the added attraction of hybrid working.
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