Singapore Airlines Signs with BT, Genesys for Multi-Channel Customer Experience and Contact Center Solutions

Singapore Airlines Signs with BT, Genesys for Multi-Channel Customer Experience and Contact Center Solutions Image Credit: Singapore Airlines

Singapore Airlines has signed a contract with BT to develop an innovative communication management service based on Genesys multi-channel customer experience (CX) and contact center solutions across their contact centres around the world.

According to BT, the new solution which leverages the latest customer interaction management technology that the company co-developed with Genesys, will provide Singapore Airlines’ customer service officers with an easy-to-use, multi-channel tool designed to help them enhance the experience they can give to their customers. This new multi-channel solution will have more efficient and intelligent routing capabilities for various interaction channels such as voice, email, chat, mobile, social media and web channels. It will also provide Singapore Airlines benefits from BT’s Inbound Contact Global service, which provides local access numbers for customers to call from anywhere in the world. The Genesys Customer Experience Platform powers optimal customer journeys consistently across all touch points, channels and interactions to turn customers into brand advocates

Kevin Taylor, president of BT in Asia Pacific, Middle East and Africa (AMEA)
Singapore Airlines is a global brand with an outstanding reputation, seeking to use technology creatively to deliver a great performance. We are delighted to have been chosen to help them bring together the very wide variety of channels of communication used by their own customers in a way that optimises interactions and maximises the quality of the experience for all parties involved.

Ray is a news editor at The Fast Mode, bringing with him more than 10 years of experience in the wireless industry.

For tips and feedback, email Ray at ray.sharma(at), or reach him on LinkedIn @raysharma10, Facebook @1RaySharma


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