Tata Sky Selects Genesys to Revolutionize Indian Home Entertainment

Dileep Kumar

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A leading provider of customer experience and contact center solutions, today announced that Tata Sky, India’s leading Direct-to-Home (DTH) provider has deployed the Genesys Customer Experience Platform to enhance service delivery to its 13 million subscribers.

The new platform helps Tata Sky to better service customers while empowering its workforce to effectively support customers across multiple touchpoints seamlessly. Additionally, the platform provides greater efficiencies in Tata Sky’s contact center operations and provides subscribers with new, personalized self-serviceapplications to improve the customer experience.

“We are pleased that Tata Sky has implemented Genesys to enhance the subscriber experience,” said Bruce Eidsvik, Managing Director of Genesys APAC. “Our best in class, multi-channel software is an ideal complement to Tata Sky’s vision of revolutionizing home entertainment in India and empowering every television viewer.”

The multi-channelcapabilities of the Genesys solution integrates with Siebel, and provides Tata Sky customer service agents with a more productive and efficient work environment that takes advantage of “customer-priority” based agent routing technology.

The integrated email and chat solution offers customers a unified experience, as well as enhanced self-service applications to conduct business with the company.

Additionally, the new Genesys solution provides a personalized, voice self-service application that reduces the time that customers spend on unwanted menu options and helps transform the overall customer experience.

“Tata Sky is pleased to partner with Genesys in our quest to bring superior quality television entertainment to its viewers.

The system is clearly the best in class and offers cost savings, operational efficiencies and visibility into contact center operations,” said Harit Nagpal, Chief Executive Officer (CEO) of Tata Sky.

“Tata Sky strives to bring not only superior quality television entertainment to its viewers, but also to offer the best customer service possible. We have built an extensive customer service network across the country with 24-hour call centers manned by highly competent multi-lingual customer service associates.”

Tata Sky, a joint venture between Tata Sons and 21st Century Fox, provides DTH television services to viewers in India. The company launched in 2006, empowering Indian viewers with ‘Choice, Control and Convenience’ by offering them the most comprehensive channel line-up in superior picture and sound quality along with innovative interactive services, customized for the Indian market.

Tata Sky Selects Genesys to Revolutionize Home Entertainment

Tata Sky enhances its service delivery | Marketing Interactive
 
http://www.marketing-interactive.com/tata-sky-selects-genesys-revolutionize-indian-home-entertainment/
 
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