Genesys, specialist in omnichannel customer experience and contact centre solutions, has announced that Bosch Service Solutions will use the Genesys Customer Experience Platform to power its global contact centre operations. Bosch will deploy Genesys solutions to create a unified contact centre for optimal customer care.
The current contact centre solution at Bosch Service Solutions will be replaced by a single, global unified platform from Genesys. With this new platform, Bosch can introduce new customer experience offerings, which can scale to meet the needs and requirements of the company’s global customers. As a result, Bosch has the flexibility to rapidly adapt to local markets with a single platform without managing three distinct systems.
“We were looking for a centralised contact centre solution that prepares us for the future,” said Joerg Fischer, Technical Vice President at Bosch Service Solutions. “The Genesys technology enables us to manage customer interactions seamlessly and holistically. As a global company with strong growth we were looking for a provider with the right geographical coverage that is able to scale its solution as required and personalise additional functions according to our needs.”
The Genesys Customer Experience Platform offers features for analytics and monitoring, self- and assisted-service as well as knowledge management capabilities to improve both self- and assisted-service. The solution also integrates the Genesys Omnichannel Desktop. This combination of functions allows Bosch to provide customers with a seamless, cross-channel customer experience.
In addition to the purchase of over 2,500 concurrent seat licenses from Genesys, Bosch has also selected the provision of a wide variety of services, such as Genesys Premium Care for care and maintenance.