Helping contact centres to excel in customer satisfaction

Client

Genesys

Overview

Genesys is a global leader in advanced contact centre solutions which enable organisations to meet and exceed customer expectations for greater business success.

Customer service expectations have evolved with technology that can now enable richer, real-time interactions. For the contact centre that means keeping pace by enabling multiple communication channels whilst managing efficiency, costs and technology integration. With Genesys SIP, each of these challenges can be met.

Based on an open-standard IP infrastructure, Genesys SIP offers best-in-class contact centre functionality for voice, video and other web-based customer communication channels. By making it possible to migrate the contact centre to an Internet Protocol environment, it can enhance productivity and customer satisfaction without the cost and complexity of replacing existing network technology.

With a target audience of contact centre decision makers, Genesys asked The Rubicon Agency to articulate and promote the advantages of their SIP solution. Knowing that contact centres are driven by data and facts, we achieved this with a campaign which focussed on the quantifiable improvements which the contact centre could achieve in order to meet internal (operational) and external (customer) goals.

What we delivered?

We developed an email series for demand generation. This was supported by a ‘SIP Demo’; a comprehensive infographic which explained technology legacy challenges and alternatives for the contact cenre; and linked content within the Genesys website. A ‘Social Toolkit’ was also produced to enable Genesys sales channels to stimulate interest and generate customer discussions during the campaign.

What did the campaign achieve?

The campaign lead to enquiries, meetings and engagement with a significant number of strategically important accounts for Genesys.