Sky operates more than 20 contact centres across a mixture of in-house and outsourced locations, dealing with approximately 150,000 calls daily.
Needing estate-wide virtualisation, better agent optimisation and accurate reporting across the entire estate, Sky adopted a SIP-based Genesys Customer Experience Platform providing the required virtualisation and management information with a minimal footprint.
The system gives Sky the ability to deal with high-profile, boxing pay-per-view events and other instances where a massive bow-wave of calls is expected. Sky is now working with Genesys to manage cross-channel customer conversations.
