BT Ireland offers Genesys call centre solution to local companies

Trade

17 May 2013

BT Ireland is to be the first IT services and communications provider to deliver Genesys’ latest contact centre management solution, Genesys One, to the Irish market.

Shay Walsh, managing director of Business, BT Ireland said: “Customers now demand to interact with organisations via the channel that suits them and at a time of their choosing. They want this access via phone, Web, smartphone and all social channels and they expect the organisations that they contact to both offer these channels and to follow their conversation across all these channels seamlessly.

“Together with Genesys we can help organisations create this ‘omni-channel’ approach to customer service and empower organisations of all sizes to provide world-class care to their customers. We can also give agents much broader access to the information needed to manage customers’ interactions regardless of channel used and provide organisations with the ability to add new communication channels without significantly increasing complexity or cost.”