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Tata Sky partners Genesys to enhance service delivery

MUMBAI: Direct-to-home (DTH) platform Tata Sky has teamed up with Genesys, a provider of customer experience and contact centre solutions, to deploy Genesys’ Customer Experience Platform to enhance service delivery to its 13.5 million subscribers.

The association is an endeavour to empower its workforce to service customers seamlessly across multiple touch points. The platform provides greater efficiencies in Tata Sky’s contact centre operations and provides subscribers with new, personalised self-service applications.

“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 centre operations,” said Tata Sky CEO Harit Nagpal.

“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 centres manned by multi-lingual highly competent customer service associates.”

The multi-channel capabilities 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.

Additionally, it provides a personalised, voice-supported self-service application that reduces the time that customers spend on unwanted menu options and helps transform the overall customer experience.

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