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NTT DATA UK&I & eir partner to improve customer service with AI
Fri, 10th Nov 2023

NTT DATA UK&I, a leading IT service provider, announced a strategic partnership with eir, Ireland's prominent telecommunications provider, looking to transform eir's customer experience using Genesys Cloud CX. Through this ongoing collaboration, eir intends to replace outdated call centre systems with Genesys Cloud CX, a platform offering unprecedented AI and digital innovations, equipping eir with a stellar customer experience that matches the fast pace of the telecommunications industry.

The need for constant innovation in the dynamic telecommunications industry is pivotal to meet customer expectations and deliver exceptional services. Acknowledging this necessity, eir selected NTT DATA UK&I and Genesys to enhance its contact centres, aiming to elevate the overall service experience. The partnership pinpoints an intrinsic commitment to innovation that sees eir's operations streamlined and enforces seamless interactions between the company and its customers. Ultimately, overhauling the previous customer service model.

Leveraging Genesys Cloud CX has allowed eir to offer customers various channels for interactions, including digital messaging and social channels. Deployment of new chatbots offers clients self-service opportunities, reducing the volume of inbound calls, thus granting call centre agents more time to assist customers with complex issues. The introduction of a call-back alternative provides a new level of convenience for customers needing to speak to an agent. Simultaneously, the implementation of a unified agent desktop assists agents in managing customer queries more effectively, reducing Average Handling Time (AHT), and increasing First Call Resolution (FCR) rates.

Brian Chapman, CIO at eir Ireland, said, "Thanks to NTT DATA's support, we have been able to further transform our business. We are currently on a journey to strengthen our capabilities to deliver innovative telecommunications solutions and the best possible service to our customers, and the Genesys Cloud CX platform is an integral part of achieving this goal." He acknowledged the power of technology and digitalisation in completely transforming business operations and appreciated the ongoing support from NTT DATA and Genesys in making the necessary steps for customers.

Shane OToole, Client Partner for eir at NTT DATA UK, mentioned, "As a strategic partner for eir, we wanted to develop and implement a new customer service solution that would reaffirm eir's status as a leading player in the Irish telecommunications industry. We worked closely with the teams to create a single pane of glass solution that would give agents the oversight of everything they need all at once. We look forward to delivering new solutions for eir in the future, as it strives to both grow its business and deliver the best customer experience possible."

EJ Cay, vice president of UK & Ireland, at Genesys, added, "Empowering employees with the tools and insights to provide higher levels of customer experience is imperative for the telecoms industry. Through Genesys Cloud CX, eir now has the experience orchestration foundation it needs to meet expectations while enabling employees to deliver stronger experiences, which is the key to driving customer satisfaction, workforce retention, and business outcomes."