Genesys is to
supply a solution to Westbridge Furniture Designs which will be used
to improve its customer experience and help it to gain a
competitive edge in the retail furniture marketplace. Westbridge is the UK’s
largest own brand upholstery manufacturer, supplying leading retailers
including John Lewis, Next and Marks & Spencer.The manufacturer will replace its existing customer service
technology with the Genesys Cloud Premier Edition, which it plans to install in
a matter of weeks. Genesys Cloud Premier Edition features powerful Interactive Voice Response (IVR) technology which will enable Westbridge Furniture Designs’ team of
contact centre agents to provide a more personalised and focused customer
experience to its callers. Genesys Cloud Premier Edition will also provide sophisticated reporting
capabilities to the management team based on factors including agent
productivity, SLAs met and any training requirements.
“Genesys Cloud Premier Edition is a key business solution for us, not just
because of its sophisticated IVR capabilities, but we are also particularly
looking forward to being able to add functionalities such as web chat as we
expand our business and our customer service team,” commented Shona
Vance-Lousada, Senior Customer Service Manager, Westbridge Furniture Designs.
“As a customer service manager, I see real business benefits in being able to
support agents by having the ability to listen to calls and assist where
necessary and to monitor productivity, which will allow me to step in and give
agents any extra training they might need.”
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