NTT Ltd, a world-leading global technology services provider today announced it has been recognized as Genesys Global Platinum partner. Customers today expect a hyper-personalized, effortless experience, and CX is still recognized by 81.6% of boards and leaders as a clear differentiator and the number one indicator of strategic performance. While the COVID-19 pandemic has brought new challenges, NTT and Genesys have been partnering in Europe to offer cloud-based contact center solutions that transform, accelerate and future-proof customer engagement experiences.
Philippe Urbain, Vice President, Intelligent Workplace & Intelligent Business Solutions, Europe, at NTT Ltd. says: ‘We are honoured to be recognized by Genesys. As our clients adapt to modern customer expectations to remain relevant in a complex and changing environment. they are looking for partners to ensure a connected customer experience – wherever and whenever they are. NTT is pleased to continue growing our partnership with Genesys in meeting this demand’.
Ken Archer, SVP, Global Channel Sales at Genesys added: ‘The NTT Ltd. partnership is instrumental to our Cloud growth globally and are positioned to driving customer experience excellence. NTT and Genesys are both recognized global market leaders in customer experience and together with over 25 years of joint engagements and 330 joint customers, we’re looking forward to this new chapter together’.
NTT and Genesys have been partnering on several cases:
Conrad: Delivering exceptional customer service anywhere, anytime
When Conrad Electronic needed to move their contact center to a remote working mode as a result of COVID-19 lockdowns they had to ensure that customer service was not impacted. After an analysis of the situation, they decided to move from an on-premises solution to Genesys Cloud. Working together with NTT, they were able to pilot and migrate their entire contact center to the cloud in just a few days, without an impact on the customer experience. Within three days 99% of their head office team were able to work remotely and with the success of this solution, they are now deploying it to their operations in additional countries.
Günther Oberhofer, Director of IT Communication and Networks at Conrad Electronic says: ‘The solution we have now meets our needs from both a scalability and the flexibility perspective. We had to act quickly due to the pandemic, and NTT’s expertise was critical in ensuring that we could continue to meet our customer service commitments.’
EBTS: Building a reliable base for international growth
EBTS Pro Assist was looking for a new reliable, future-proof and easy to use contact center solution for the current digital and mobile era. But perhaps more importantly, the solution needed to help get lorry drivers back on the road faster, optimize the assistance operator processes and workloads, and contain all the right tools to drive EBTS Pro Assist’s international growth plans.
Working together with NTT, they migrated their existing tools and integrated them into a single cloud based Genesys contact center platform. With the new platform they were able to ensure a smooth transition and automate recurring processes. Customers are now served faster and more effectively, and the company has a more efficient IT environment to support and drive their growth plans.
Frank Van Parijs, Managing Director at EBTS Pro Assist says: ‘We don’t expect every transport company and driver to carry special software or hardware with them. For us, having a regular smartphone is all they need. Should another situation like COVID-19 arise, this implementation will allow us to switch to teleworking almost immediately. Or in the event of extremely high call volumes, we could ask staff to log in and help out from home.’
Henkel: Migrating through lockdowns and travel restrictions
With 400+ agents supporting customers in more than 60 countries and 40 languages, Henkel’s success is dependent on the ability to provide their customers with access to relevant information. As part of their globalization strategy, Henkel had decided to upgrade the hybrid on-premises solution to a single cloud one to best serve their customers and have the flexibility to quickly meet changing market requirement. However, with the migration decision being finalized at the beginning of 2020, they faced the challenge of navigating COVID-19 travel restrictions. A solution on this scale would normally require that training and implementation be delivered in person, but this was no longer possible. The NTT team managed the deployment remotely ensuring that all the relevant training was done, with hardware delivered and configured correctly.
‘Our CX team can, as the internal service provider of contact center services, deliver any requirements within weeks rather than months, thanks to our newly consolidated global service platform’ says Marek Klampár, Senior Consultant, Customer Experience, DXV/Audio/Video Services, Henkel. The cloud solution allows Henkel to minimize the risk of disruption in the event of any of their key facilities becoming unavailable. Flexibility, speed of delivery, budget transparency and agility: the benefits are multiple.