Bpost needed to refresh its IVR to make it more consistent with the near-real-time needs of a contact centre facing millions of incident-driven calls.
The solution needed to be more flexible than their existing IVR. The old IVR required a technically complex, time consuming and costly change process for any update. The platform simply did not meet the new and ever-changing business demands. Plus, they needed the solution to be delivered fast.
Genesys App Automation Platform provided bpost with a whole new approach to the design and management of self-service applications. With rapid delivery, instant changes and unlimited flexibility, the new platform enabled the delivery of an individually-tailored experience on every call. This was achieved in 6 weeks and with 70% less effort than traditional development approaches.
“The apps enabled the rapid deployment of personalised, dynamic IVR with 70% less effort than traditional development approaches. Genesys has also given us a toolbox that allows us to react to changing market conditions and be proactive in making changes to the IVR.”
Wim De Groeve Operations and Organisation Manager
