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.”