eir Transforms its customer experience journey to deliver best-in class service | NTT DATA

Fri, 10 November 2023

eir Transforms its customer experience journey to deliver best-in class service

London, 10 November 2023NTT DATA UK&I, a leading IT service provider, has announced a transformative partnership with eir, Ireland's leading telecommunications provider. Through their ongoing collaboration, eir is transforming its customer experience journey. By replacing legacy call centre systems with Genesys Cloud CX, an API-first experience orchestration platform offering the latest in AI and digital innovations, eir has unlocked vastly improved customer experience. This partnership underscores a commitment to innovation and delivering reliable customer experiences.

The dynamic nature of the telecommunications industry demands constant innovation to meet customer expectations and deliver exceptional services. Recognising this need, eir has been working closely with NTT DATA and Genesys to enhance its contact centres and elevate the overall service experience. This partnership has been instrumental in streamlining eir's operations and providing seamless interactions between customers and the company.

By leveraging Genesys Cloud CX, eir now offers customers multichannel interactions using digital messaging and social channels. This, alongside the deployment of new chatbots offers new self-service opportunities, which works to reduce the volume of inbound calls so call centre agents can spend more time helping customers with complex issues. Instead of requiring customers to wait on hold, the addition of a call-back option offers a new convenient option for callers who need to speak to an agent.

The implementation of a unified agent desktop, designed to assist agents in handling customer queries more effectively through greater access to information will help reduce Average Handling Time (AHT), and increase First Call Resolution (FCR) rates. Collectively, these changes transformed eir's customer service and provides them the experience orchestration engine to fulfil its aspiration to become one of the best companies in the country for service.

Brian Chapman, CIO at eir Ireland, commented: “Thanks to NTT DATA's support, we have been able to further transform our business. We are currently on a journey to strengthen our capabilities to deliver innovative telecommunications solutions and the best possible service to our customers, and the Genesys Cloud CX platform is an integral part of achieving this goal. By harnessing the power of technology and digitalisation, we are completely transforming our business and the work we are doing with NTT DATA, and Genesys is helping us make the next steps for our customers.”

Shane O’Toole, Client Partner for eir at NTT DATA UK, commented: “As a strategic partner for eir, we wanted to develop and implement a new customer service solution that would reaffirm eir’s status as a leading player in the Irish telecommunications industry. Our goal was to make the customer service agent’s job better, so we worked closely with the teams to create a single pane of glass solution that would give agents the oversight of everything they need all at once. We look forward to continuing to innovate and delivering new solutions for eir in the future, as it strives to both grow its business and deliver the best customer experience possible.’’

EJ Cay, vice president of UK & Ireland, at Genesys, added: “Empowering employees with the tools and insights to provide higher levels of customer experience is imperative for the telecoms industry. Through Genesys Cloud CX, eir now has the experience orchestration foundation it needs to meet the expectations of today’s digital consumer while enabling employees to deliver stronger experiences, which is the key to driving customer satisfaction, workforce retention and business outcomes.”

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