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Entel Improves Efficiency with Genesys AIDENVER, June 11, 2019 /PRNewswire/ -- Entel, one of the largest telecommunications companies in Chile, has implemented Genesys AI-powered orchestration capabilities to seamlessly connect and manage native and third-party artificial intelligence (AI), resulting in significant efficiency gains. Now, its customers smoothly transition between automated systems and employees for truly effortless journeys. Entel has worked with Genesys, the global leader in omnichannel customer experience and contact center solutions, for several years to help meet their goal to deliver the best experiences to customers as well as optimize the company's processes. "Our customers have changed the way they interact with us. They are much more focused on digital and want anytime, anywhere service on the channel of their choice," explained Pablo Oyarzun, customer experience divisional manager of Entel. "Without our AI, bots and automation tied together using Genesys AI, we couldn't deliver this kind of service." Entel leverages the Genesys Customer Experience Platform at their contact centers in Chile and Peru to support all of their agents and telemarketers. In addition, Genesys provides the common data framework for Entel's many AI integrations with other vendors. For example, the company uses the Genesys integration with Google Cloud for its text-to-speech capability to transcribe automated conversations. Gnesys AI then sends that data to IBM Watson to determine the customer's intent and identifies the next best action. Oyarzun shared, "The new orchestration capabilities powered by Genesys AI provide us with more knowledge about customers, enabling us to take new approaches to address their evolving expectations. With the help of Genesys, we can improve our customers' satisfaction." Entel will share their success using Genesys AI at Xperience19, its signature annual customer-focused event. Hosted by Genesys, Xperience19 unites more than 2,000 industry experts in Denver from June 10 to 13. About Entel About Genesys ©2019 Genesys Telecommunications Laboratories, Inc. All rights reserved. Genesys and the Genesys logo are trademarks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies. Rachel Faulkner Adriana Saldaña
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