Swisscom, Switzerland’s largest telecommunications supplier, is making vital strides in enhancing buyer and worker experiences by means of its latest transition to the Genesys Cloud platform. This transfer not solely goals to enhance satisfaction and effectivity but additionally aligns with Swisscom’s bold sustainability objectives.
Beforehand using Genesys on-premises options, Swisscom has now embraced cloud expertise to foster innovation in its providers. This shift can be a part of a broader development amongst Swiss organizations migrating to cloud providers to fulfill the calls for of digital transformation whereas adhering to stringent native information privateness legal guidelines.
The deployment by means of the Amazon Web Services Europe (Zurich) Area, which turned operational on the finish of 2023, marks a crucial step for Swisscom. This regional availability can be essential for Swiss companies, together with Swisscom, enabling them to leverage superior cloud capabilities regionally.
Dirk Wierzbitzki, Swisscom’s Head of Residential Prospects, emphasised the corporate’s technique in deciding on companions. “We prioritize partnerships that not solely advance technological innovation but additionally retain a deal with human empathy,” he defined. Mr. Wierzbitzki believes that the synergy of human and technological interplay is crucial for crafting optimum buyer journeys.
Genesys Cloud will function a cornerstone for Swisscom to expedite its innovation processes. With complete AI capabilities, the platform is designed to unify buyer interactions throughout varied channels, enhancing each agent effectiveness and buyer satisfaction.
Implementing AI-driven Instruments
David Marcès, Genesys Nation Supervisor for the Alps area, famous the rising stress on companies globally to digitize and innovate swiftly to remain aggressive. “Our objective at Genesys is to help these transformations, serving to firms like Swisscom elevate their buyer and worker experiences by means of our AI-driven cloud options,” he said.
One of many notable options Swisscom plans to implement is AI-driven instruments like Agent Help and Predictive Routing. These applied sciences are anticipated to optimize the allocation of inquiries to essentially the most appropriate brokers, thereby streamlining resolutions and enhancing general service high quality.
Regardless of the rising development in the direction of digital communication channels, voice would stay the popular mode of contact for Swisscom’s prospects. The corporate is collaborating with Genesys to develop a Swiss-German language mannequin to boost service effectivity and personalization on this space.
Swisscom’s dedication to sustainability is a pivotal facet of its transfer to the cloud. The corporate goals to turn out to be internet zero throughout all operations by 2035, as per the Science Primarily based Targets initiative (SBTi), and intends to scale back its CO2 emissions by 1 million tons yearly by 2025. Transitioning to a cloud-based infrastructure is predicted to considerably cut back the carbon footprint related to its information administration processes, notably for the over 1,800 brokers energetic on the platform.
Olivier Jouve, Chief Product Officer at Genesys, highlighted the twin advantages of this partnership. “Genesys is uniquely positioned to assist Swisscom not solely meet its buyer expertise aims but additionally obtain its environmental targets,” he remarked. Jouve sees Genesys’s position as integral in driving Swisscom in the direction of a sustainable and progressive future, the place superior AI applied sciences play a key position in each operational effectivity and ecological duty.
