Genesys Offers IHCL Enhanced Customer Experiences with Genesys Multicloud CX

Genesys®, a global cloud leader in customer experience orchestration, has collaborated with Indian Hotels Company (IHCL), India’s largest hospitality company, to embark on a journey of digital transformation with IHCL’s Digital Omni-Channel Contact-Centre Solution (Project I-DOCS). The project deploys Genesys Multicloud CX^TM, a full-featured omnichannel solution, to re-explore IHCL’s contact centre strategy and enhance customer engagement.

Genesys Multicloud CX unifies voice and digital channels, self-service, and work items by moving the company’s contact centres to the cloud. It offers a seamless delivery system that enhances both, IHCL’s reservation team and customer engagement, using more proactive communication and efficiency tools to ensure the delivery of high-quality experience throughout the entire customer journey. The deployment of a centralised reservation network combined with a detailed reporting framework; real-time analytics; and integrated voice, chat and email channels help further enhance IHCL’s overall customer experience.

Speaking about the collaboration, Raja Lakshmipathy, Managing Director, India and SAARC, Genesys, said, “The customer journey comprises of many micro-moments that define CX. Genesys Multicloud CX provides an enhanced experience orchestration, which acts as a key differentiator for any brand in today’s digital-first era. Our collaboration with IHCL has allowed us to streamline customer engagement strategies and provide personalised and improved experiences. We are proud to partner with IHCL for this project.”

The implementation of the Genesys Multicloud CX, in close collaboration with its implementation partner CS Infocomm, has enabled IHCL to further elevate its next-generation customer experience (CX) quotient through multiple customer touchpoints and platforms by improving the customer service team’s efficiency.

Vinay Deshpande, Senior Vice President & Head of Digital & IT, IHCL said, “As a customer-centric organization, it is our endeavour to ensure the highest level of customer engagement across all our platforms. Project I-DOCS allows us to cater to the next-generation of digital-first customers. With the belief that great CX sits at the intersection of transformation and orchestration, our partnership with Genesys has helped us elevate our customer experience from the ground up.”

The implementation of I-DOCS supported by Genesys Multicloud CX has enabled IHCL to achieve faster response time, reduce call drop rates, meet any unexpected surges in call volume, and address a constantly evolving set of requirements and optimise agent resources while providing an enhanced and empathetic customer experience.

About The Indian Hotels Company Limited (IHCL)

The Indian Hotels Company Limited (IHCL) and its subsidiaries bring together a group of brands and businesses that offer a fusion of warm Indian hospitality and world-class service. These include Taj – the iconic brand for the most discerning travellers and the World’s Strongest Hotel Brand and India’s Strongest Hospitality Brand as per Brand Finance 2021, SeleQtions, a named collection of hotels, Vivanta, sophisticated upscale hotels, and Ginger, which is revolutionising the lean luxe segment.

Incorporated by the founder of the Tata Group, Jamsetji Tata, the Company opened its first hotel – The Taj Mahal Palace, in Bombay in 1903. IHCL has a portfolio of 237 hotels including 60 under development globally across 4 continents, 11 countries and in over 100 locations. The Indian Hotels Company Limited (IHCL) is India’s largest hospitality company by market capitalization. It is primarily listed on the BSE and NSE.

Please visit: www.ihcltata.com; www.tajhotels.com; www.seleqtionshotels.com; www.vivantahotels.com; www.gingerhotels.com

About Genesys

Every year, Genesys orchestrates more than billions of remarkable customer experiences for organisations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organisations can realise Experience as a Service^SM, our vision for empathetic customer experiences at scale. With Genesys, organisations have the power to deliver proactive, predictive, and hyper personalised experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com/en-sg.

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