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Rebekah Avill, head of commercial systems for JPIMedia said, “We needed a simple, intuitive architecture so the team could configure queues, roles and users without involving IT. After benchmarking cloud contact centre solutions from the market, our conclusion was that there was nothing that came close to Genesys Cloud.”
With JPIMedia’s CRM system now embedded in Genesys Cloud, the integration has enabled its 450 staff to process all incoming enquires faster and more securely through the use of a single interface. And in addition to this, everyday actions have been enhanced through intelligent routing, with incoming calls directed to the right experts with the right knowledge to handle queries – saving time and helping to enhance the personalisation capabilities.
Further to this, the cloud-based contact centre was also instrumental in ensuring business continuity during the COVID-19 pandemic. Following government regulations for UK citizens to work from home, JPIMedia was quick to enable home working for its agents with minimal disruption to day-to-day business.
