BT, one of the world’s leading providers of communications services, today announced a contract with Singapore Airlines to help further enhance their customer experience through leveraging innovative technology across their contact centres around the world.
Under the terms of the contract, BT will develop an innovative communication management service based on the Genesys Customer Experience Platform. The new solution will have more efficient and intelligent routing capabilities for various interaction channels that will further enhance customer experience. It includes multi-channel support for customer contact such as voice, email, chat, mobile, social media and web channels. Singapore Airlines will also benefit from BT’s Inbound Contact Global service, which provides local access numbers for customers to call from anywhere in the world.
This new solution leverages the latest customer interaction management technology developed by BT and by Genesys, and will provide Singapore Airlines’ customer service officers with an easy-to-use, multi-channel tool designed to help them enhance the experience they can give to their customers.
Kevin Taylor, president of BT in Asia Pacific, Middle East and Africa (AMEA), said: “Singapore Airlines is a global brand with an outstanding reputation, seeking to use technology creatively to deliver a great performance. We are delighted to have been chosen to help them bring together the very wide variety of channels of communication used by their own customers in a way that optimises interactions and maximises the quality of the experience for all parties involved.”
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