The future
Whilst the initial requirement was an updated ‘like for like’ contact centre, Genesys offers extensive capabilities along with the flexibility needed to meet current business needs and provides a great foundation to easily realise additional benefits in the future.
Telephone will always remain a high demand channel, but alternative channels including chat bots, messenger and more intelligent use of IVR are being considered. Biffa’s customers often have complex individual requirements, but more transactional information exchanges will be deflected, triaged and referred to the new customer portal ‘MyBiffa’.
Other future projects include improved workforce management, email contact management, integrating with the CRM, and re-engaging the outbound dialler.
Phase one of the transformation is complete, and Biffa are now perfectly positioned to implement other services and open more channels quickly and easily to meet future business objectives.