HCV selects Genesys to remodel its customer experience

Czech-backed Home Credit Vietnam (HCV) has selected American Genesys to remodel its customer service.

Genesys (www.genesys.com) is a leading provider of customer experience and call centre solutions. In a recent company announcement it was revealed that Home Credit Group, dealing in consumer finance services, has prescribed to its Customer Experience Platform to transform customer experience in Vietnam.

With more than 5,000 sales points nationwide, covering more than 63 provinces, HCV has serviced more than 2.1 million customers since the establishment of their Vietnam office in 2009.

The highly scalable Customer Experience Platform gives HCV the flexibility and agility to tailor their call centre operations to suit current and future business needs. It helps the company to effectively handle growing inbound and outbound customer interaction.

Intelligent routing capabilities coupled with sophisticated real-time graphical reporting allows for the delivery of a true omnichannel experience –ensuring a consistent customer experience regardless of the channel through which the customer chooses to communicate with the company.

“We are excited that HCV has chosen Genesys to enhance their customer experience,” said Bruce Eidsvik, managing director of Genesys APAC. “Our unified, omnichannel solutions will help HCV in their endeavour to provide the best personal financial solutions, at the same time as building trust and satisfaction with their customer base.”

The Genesys platform also features self-service capabilities offering end users the flexibility to select their preferred mode of interaction. This intelligent system reduces the need for call agents, thereby lowering operational costs. Simplification of the call centre infrastructure through front and back office integration also enables HCV to enhance their first-call resolution, workflow productivity and, ultimately, customer satisfaction.

Built on the 5x9’s reliability of the Genesys Customer Experience Platform, the open-standard, fully-virtualised Genesys SIP Communications system is ultra-reliable – providing high availability, business continuity and disaster recovery capabilities.

To enable organisations to deliver omnichannel journey management, new capabilities were added to the Genesys Customer Experience Platform.

The capabilities includes Customer Journey Analytics and Monitoring, which provides visibility and insights into individual or multiple customer journeys for optimized agent interactions and for monitoring and tuning of journeys.

The capabilities also covers Omnichannel Desktop, which provides agents and knowledge workers an integrated desktop from which to engage customers and to complete their related work items. The desktop provides a single view into all interactions and touchpoints involved in customer journeys, allows workers to engage customers using channel multimodality, and includes newly integrated knowledge management as well as a journey history dashboard for insights into optimal next steps or offers.

Personalized Multimodal Self and Assisted Service is also known as a new capability, which provides contextual and personalised multimodal self-service for each customer in websites, web apps, IVR apps or mobile apps and at the right time provides seamless contextual transitions to agents or workers, who can continue to engage with multimodality through the omnichannel desktop.

The capabilities also embraces Knowledge Management, which provides both agents and customers proactive contextual knowledge in self-service or agent-assisted scenarios. The optimal knowledge is offered to customers on websites and during channel interactions and to agents engaged with customers.

A new capability is also Omnichannel Callback, which provides automated callback from websites, IVR applications, or mobile web or native apps allowing customers to receive guidance and support on their own schedule and choice of channel.

“As our company reaches the capacity limit on our previous system, we are looking for a new platform that is compatible with our existing ecosystem, yet at the same time gives us the flexibility to accommodate future business expansion. Genesys solutions have helped us achieve our goals through improved agent utilisation and efficiency in operations. We have experienced a 30 per cent increase in overall contact centrr effectiveness,” said Karel Bern, HCV spokesperson and head of the IT Section.