HUTCH Launches World Class Genesys Customer Experience Platform

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Bangalore, Karnataka, India

Hutch Sri Lanka in collaboration with Genesys and IT Connect Sri Lanka announced the launch of a new Customer Experience Platform baptised “Project Fusion.” The new Customer Experience Platform will ensure Hutch Sri Lanka can service its customers via any interaction channel. The new solution will enable Hutch Sri Lanka to engage and provide a superior and differentiated customer experience to over two million of the telecom operator’s subscriber base.

Hutch Sri Lanka is one of the fastest growing telecom operators in Sri Lanka. As the consumer base of telecom operator grew, the telecom giant’s agents faced a major hurdle gathering information about customers’ requirements originating from disparate sources, and having to address them in a timely manner through appropriate communication channels. Hutch Sri Lanka wanted to deploy a flexible solution to address their requirements. Through Project Fusion, Hutch Sri Lanka aims to achieve competitive advantage via technology-fuelled customer experience.

The Genesys Customer Experience Platform will provide a state of art experience to Hutch Sri Lanka’s customers, unleashing a brand new era of superior customer care. Hutch Sri Lanka has developed an obsession with understanding, delighting, connecting with and serving customers; the platform will provide insights and visibility to the company’s management with regards to customers’ needs and behaviours while enhancing the quality of the service delivered.

Thirukumar Nadarasa, CEO Hutch commented, “The Genesys solutions help us solve three key business challenges that are fundamental to customer experience:

1) Create exceptional relationships with our customers
2) Make our employees more engaged and empowered to create these customer relationships
3) Use innovation to optimise our operations while differentiate our services”

The new Genesys solution enables to deliver Next-Generation Customer Experiences today. The platform will help Hutch Sri Lanka build lasting customer relationships and deliver transformative business results by giving a complete visibility into all customer activity across all voice and digital channels. Genesys administers agents and skills for all voice and digital channels in one place for routing, scheduling, and forecasting. One screen delivers the full customer history across channels, so agents have the details necessary to resolve issues, answer questions, and satisfy customers. This results in better agent utilization and effectiveness, improved employee retention and satisfaction, and stronger customer relationships.

About Hutchison Telecommunications Lanka (Private) Limited

Hutchison Telecommunications Lanka (Private) Limited is a leading provider of mobile telecommunication services in Sri Lanka operating under the brand “Hutch”. Its services extend nationally, providing affordable advanced 3G mobile broadband solutions. Hutchison Telecommunications Lanka (Private) Limited is a part of the Hutchison Whampoa Limited (“HWL”) group, a Global Fortune 500 conglomerate. The telecom arm of HWL is a pioneer in advanced 3G operations with presence in Europe including UK, Italy, Ireland, Denmark, Austria and Sweden, and in Australia and Asia including Hong Kong, Macau, Vietnam, Indonesia and Sri Lanka, and popularly operates under the brand ‘3’ in most geographies. More information on the HWL group and Hutchison Lanka Ltd. can be obtained at www.hutchison-whampoa.com & www.hutch.lk.

About IT Connect Sri Lanka

ITCONNECT is a solution provider with a global presence, specialized in the IT needs of large, small and medium scale enterprises.

About Genesys

Genesys, the world’s #1 Customer Experience Platform, empowers companies to create effortless omnichannel customer experiences, journeys, and relationships. For over 25 years, we have put the customer at the center of all we do and passionately believe that great customer engagement drives great business outcomes. Genesys is trusted by over 4,700 customers in 120 countries to orchestrate over 25 billion contact center interactions per year in the cloud and on-premises. For more information, visit www.genesys.com/in.