ETW Staff– Mumbai
BT, one of the world’s leading providers of communications services, has signed a contract with Singapore Airlines to help further enhance their customer experience through leveraging innovative technology across their contact centres around the world.
Under the terms of the contract, BT will develop an innovative communication management service based on the Genesys Customer Experience Platform. The new solution will have more efficient and intelligent routing capabilities for various interaction channels that will further enhance customer experience. It includes multi-channel support for customer contact such as voice, email, chat, mobile, social media and web channels. Singapore Airlines will also benefit from BT’s Inbound Contact Global service, which provides local access numbers for customers to call from anywhere in the world.
This new solution leverages the latest customer interaction management technology developed by BT and by Genesys, and will provide Singapore Airlines’ customer service officers with an easy-to-use, multi-channel tool designed to help them enhance the experience they can give to their customers.