Genesys Telecommunications Laboratories, an Alcatel company, announced that its Genesys Express Outbound solution has enabled Betfair, the world\’s leading online betting exchange, to increase the productivity of its outbound customer care centre by fifty per cent.
Betfair\’s outbound operations were established in 2005 to enhance customer satisfaction and retention, as well as ensure new users know how to use the website effectively. The solution, deployed by Genesys partner BT, uses preview dialing to reduce the time agents spend dialing customers – significantly increasing the number of calls that they can make per day.
“The Genesys Outbound Voice solution has provided us with the high levels of functionality and manageability that we need in our outbound operation. We\’ve achieved such rapid results because testing during the implementation process with BT was so thorough that by the time we were fully operational there were no unforeseen problems,” commented Paul Holmes, Contact Centre Analyst at Betfair. “While we were deploying the solution, the expertise of BT ensured that we got the most from the powerful Genesys solution, so now that we have been fully operational for around a year, we have been able to realize some significant benefits from the solution.”
“Outbound calls are an important part of the majority of businesses in the UK, for reasons varying from customer service to customer wins,” added Mark Turner, Vice President and Managing Director at Genesys UK and Ireland. “Being able to initiate contact with customers helped to increase the interactivity of a business, and enables it to stay reactive to the ever-changing needs of the customer. Our solution will also help Betfair to gain greater visibility of its operation and to continually improve its service through enhanced processes.”
UPDATE: PartyGaming selected KANA Response and KANA IQ to improve global customer support operations following successful pilot. PartyGaming handles more than four million customer contacts per year via telephone and e-mail. Fundamental to PartyGaming\’s success to date has been its technology-based culture focused on reliability and scalability to accommodate its rapid growth.
“As the world\’s leading online gaming company, we aim to offer the most innovative technology, best service and most recognized and trusted brands,” said Manish Grover, Director of Customer Services for PartyGaming. “KANA stood out as a provider of innovative technology and will help to us to achieve a very high standard of customer service. We are delighted by the results of the pilot and look forward to a successful roll-out.”
“PartyGaming\’s pilot and planned roll-out really speaks to KANA\’s unparalleled capability to scale to the needs of large, multinational, high volume call center operations,” said Marchai Bruchey, Chief Marketing Officer at KANA. “We are very pleased that such a tech-savvy global market leader like PartyGaming has concluded that our solutions are the best fit for their discerning current and future requirements.”
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