Click here
Click here
Retail Technology, Retail technology News
Click here Click here

Westbridge Furniture Designs does cloud

Westbridge Furniture Designs does cloud
Monday September 8 2014

Upholstery manufacturer rolls out cloud-based customer service solution including voice response and web chat

UK own-brand upholstery manufacturer Westbridge Furniture Designs, supplier to leading retailers such as John Lewis, Next and Marks & Spencer, has upgraded its customer experience.

The manufacturer is replacing its existing customer service technology with the Cloud Premier Edition by vendor Genesys, a pure-cloud virtual contact centre which features Interactive Voice Response (IVR) technology. 

This will enable Westbridge Furniture Designs' team of contact centre agents to provide a more personalised customer experience to callers. The Genesys solution also provides reporting capabilities to the management team based on factors including agent productivity, SLAs and any training requirements.

"As a customer service manager, I see real business benefits in being able to support agents by having the ability to listen to calls and assist where necessary and to monitor productivity, which will allow me to step in and give agents any extra training they might need,” explained Shona Vance-Lousada, Senior Customer Service Manager, Westbridge Furniture Designs. “We are also particularly looking forward to being able to add functionalities such as web chat as we expand our business and our customer service team.”

Tagged as: Westbridge Furniture Designs | customer service | contact centre | virtual | cloud | interactive voice response | agent productivity | SLA | training | Genesys

We use cookies

We use cookies and other tracking technologies to improve your browsing experience on our website, to show you personalized content and targeted ads, to analyze our website traffic, and to understand where our visitors are coming from. By browsing our website, you consent to our use of cookies and other tracking technologies. You can read our cookie policy here.


Your cookie preferences

Please indicate which cookies you are happy to accept. Settings will apply to your web browser on this device. You can change your preferences at any time by clicking the cookie `manage preferences` button in the cookie bar. You can read our cookie policy here.
Third party cookies used to serve you more suitable content
Tracking cookies that allow you to log into and register with this website
Close window