Tata Sky deploys Genesys platform to enhance customer service delivery

Tata Sky said it will deploy Genesys' customer experience platform that will enhance service delivery to its 13.5 million subscribers. The platform provides greater efficiencies in Tata Sky's contact centre operations and provides subscribers with personalized self-service applications to provide customers with a user friendly experience.

"Tata Sky is pleased to partner with Genesys in our quest to bring superior quality television entertainment to its viewers. The system is clearly the best in class and offers cost savings, operational efficiencies and visibility into contact centre operations," said Harit Nagpal, Chief Executive Officer (CEO) of Tata Sky.

The multi-channel capabilities of the Genesys solution integrates with Siebel, and provides Tata Sky customer service agents with an efficient work environment that takes advantage of 'customer-priority' based agent routing technology.

Additionally, it provides a personalised, voice self-service application that reduces the time that customers spend on unwanted menu options and helps transform the overall customer experience.

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