A2Dominion has deployed a new Genesys customer contact platform, implemented in partnership with CX specialist Kerv Experience.
The Genesys platform combines calls, emails, live chat and web messages into a single system. The new system features AI-powered tools to help A2Dominion’s customer service teams by summarising conversations and instantly displaying all previous communications.
Paul Dempster, project director for customer and digital contact, A2Dominion said, “Our partnership with Kerv Experience to deploy the new Genesys system in our contact centre is a critical step in our journey to transform how we manage customer queries, of which we received over 300,000 last year.
“Until now, one of our biggest challenges has been managing information across multiple systems. With everything in one place, we can now respond faster and more efficiently.”
