We are proud to share that Euro-Center has been recognized with the Genesys Customer Innovation Award! This award celebrates the enduring impact of our migration to the Genesys Cloud platform – a transformative project – and the innovative ways we continue to leverage this technology to enhance customer experience.
Under the leadership of Kévin Terret, our Head of IT, and a dedicated cross-functional team, the migration marked a significant milestone. It involved transitioning from 11 on-premise servers to the Genesys Cloud across 11 global locations, supporting operations in 18 languages. Though this project was implemented years ago, its outcomes remain a cornerstone of our efficiency and excellence in service delivery.
The innovations stemming from this initiative include:
– Web Messaging with a chatbot in seven languages, integrated with a knowledge library.
– A fully embedded callback feature, enhancing service accessibility.
– Improved quality assurance via a unified interaction audit tool.
Exceptional performance metrics: In 2023, we handled 282,373 outbound calls and 285,609 inbound calls, achieving an abandoned rate of just 3.53%.
Reflecting on the recognition, Kevin shared: “Although the migration itself is in the past, the success and innovation it sparked continue to shape how we serve our customers. This award is a testament to that ongoing impact.”
Congratulations to everyone whose efforts brought this project to life! Your hard work laid the foundation for Euro-Center’s continued innovation and leadership in customer service excellence.
