Russia's Tricolor to Modernize Customer Support with Genesys Engage

In Russia, Tricolor provides digital services, including satellite television and video streaming, for 12.2 million households. Now, the company is looking to modernize its customer service activities and allow it to maintain the same high level of service regardless of communications channel. To do so, it has turned to Orange Business Services (News - Alert), a global integrator of communications products and services for multinational corporations.

To complete the modernization, Orange Business Service will be using technology from Genesys (News - Alert), a global leader in cloud customer experience and contact center solutions. By using Genesys Engage, the omnichannel and multi-cloud customer engagement solution that is being deployed to hundreds of operators, Tricolor will be better able to interact with its customers all across Russia via voice, chat, social networks, instant messaging and e-mail on a single platform.

With the Genesys platform, Tricolor will be looking to do more than just communicate with customers via any channel. Thanks to the features in the Genesys solution, Tricolor will also be able to use speech analytics to quickly identify the reason for customers’ calls. This in turn provides the company valuable data insights in order to optimize internal processes and allow further self-service provision to end customers.

“Tricolor cares about its customers, so it sought to optimize and improve customer support,” said Ekaterina Pavlova, director of the service department of Tricolor, in a statement. “Thanks to this innovative solution, we can significantly speed up the processing of calls and provide an omnichannel service. The Genesys Engage platform allows a contact center employee to see complete information on all customer requests in real time. They can then provide the necessary operational support regardless of the communication channel.”

Pavlova noted that Tricolor’s database already contains more than a 1.5 million user requests, and that further data collection will make the work of the contact center even more effective. Introducing speech analytics allows enterprises to automate the assessment of service quality and improve interaction with customers, she noted.

Edited by Maurice Nagle