Front Line is enhancing customer service levels while also lowering costs, increasing flexibility and enhancing performance.
Front Line is a leading business process outsourcing services provider in the Russian Federation. Front Line serves the business-to-business and business-to-consumer sectors by promoting clients’ products and services, and their customers can subscribe to a wide range of service offerings.
The initial business strategy involved creating a contact centre equipped with the latest communication technologies, employing professional agents to handle outgoing and incoming calls, and ensuring the best service experience possible. Front Line concluded that Genesys was the best strategic partner to deliver the robust, scalable and cost-effective customer experience solutions needed to fulfill this strategy. “From a technical perspective, the Genesys solution was the overall winner,” declared Tatiana Irge, Director General of Front Line. “The Genesys suite integrates our customer service operations and business processes seamlessly.”
Today, Front Line operates a reliable and scalable contact centre infrastructure that supports a rising client base and enhances revenue streams. The organisation has simplified administration and maximised resource availability, which is especially helpful during peak call times. Moreover, the high-availability Genesys solutions integrate fully with Front Line CRM software and social media channels to deliver personalised and professional service via proactive engagement.
“Thanks to the Genesys suite, we can offer all of our customers the high levels of service they expect, and the solutions have delivered a rapid return on investment.”
Tatiana Irge, Director General, Front Line
