The explosion of new customer interaction channels is forcing companies to re-think their customer experience strategies and transform the way they engage with customers in the contact center and across touch points like the website, mobile app and branch office. In recognition of those companies that have addressed changing customer needs and achieved breakthrough results, Genesys, a leading provider of customer engagement and contact center solutions, is pleased to announce the winners of its eighth annual Customer Innovation Awards. For 2013, the award winners are Swisscom, Emirates Airline and Stericycle.
The Genesys Customer Innovations Awards is an annual program that leverages a panel of expert industry analysts who evaluate the companies that deliver innovative and engaging customer experience with ground-breaking results. This year’s panel included analysts from Gartner, Forrester, Opus Research, Ovum, Frost & Sullivan, IDC, Nemertes Research, COMMfusion LLC, Saddletree Research, McGee-Smith Analytics, MZA Ltd., Current Analysis and Think Jar. The winners were recognized in June at G-Force Vienna, Genesys’ premier customer event in Europe, the Middle East and Africa (EMEA).
The 2013 winners are:
• Emirates Airline, one of the fastest growing airlines in the world, for using Genesys’ virtual customer service solution to implement a fully connected, virtualized contact center. As Emirates Airline expanded, the company felt it critical to deliver personalized service for customers wherever they were in the world. The airline is now able to manage customer interactions with the best qualified resources across a global infrastructure, offering customers consistent customer access channels and providing global support in multiple languages in a virtual environment.
• Stericycle, an industry-leading medical waste management and compliance company, needed to ensure customer concerns were addressed effectively. They accomplished this by optimizing work task distribution to back office team members using the task priority and required skill set. Stericycle chose Genesys’ Enterprise Workload Management solution to create a global task list that assigned the right work to the right Stericycle person, ensuring timely customer response and clear organizational accountability. As a result, the company has significantly improved both their net promoter score and customer loyalty results.
• Swisscom, Switzerland's leading telecommunications provider, wanted to improve the customers’ experience while getting in contact with Swisscom and shift some of those interactions to web and social media. The company used Genesys’ mobile engagement solutions to provide an innovative alternative for customers to contact Swisscom on their mobile devices. Swisscom has since seen an increase in customers visiting the online self-service platform, a reduction in internal call transfers and improved customer feedback.
The entrants were evaluated on five criteria multi-channel customer engagement, optimized resources, transformed infrastructure, optimized processes and workload distribution, use of customer insights and overall innovation in the customer experience.
“Each year, we recognize outstanding companies who are using Genesys’ customer engagement and contact center solutions to provide a world-class customer experience,” said Paul Segre, President and Chief Executive Officer of Genesys. “This year’s Customer Innovation Award winners show how innovation in customer experience is simultaneously a key competitive differentiator, a vehicle for building customer loyalty and trust, and a critical mechanism for driving cost out of their business.”
Genesys (genesyslab.com) is a leading provider of customer engagement and contact center solutions. With more than 3,500 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact center and back office, helping companies deliver fast and optimal levels of customer service with a highly personalized cross-channel customer experience. Genesys also prioritizes the flow of work to back office personnel resulting from any customer interaction, internal workflow or business application, optimizing the performance and satisfaction of customer-facing employees across the enterprise.
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