Singapore – State-owned Thai telecommunications company TOT has collaborated with Genesys, a California-headquartered cloud customer experience and contact center solutions to accelerate its contact centers.
According to a press release by Genesys, TOT, as a company responsible for operating government contact centers in Thailand, experienced a surge in call volumes when the Coronavirus broke out.
To effectively manage the increase in calls, Genesys embedded machine learning and conversational AI capabilities with the use of Genesys Cloud and Google Cloud Contact Center AI (CCAI) into its system, allowing callers to now interact with AI-powered virtual agents who are able to accurately capture a customer’s intent easily, routing them to the agents most well placed to handle their needs.
Genesys Cloud is the company’s proprietary web-based unified communications solution, connecting contact center users, business users, vendors, partners, and customers; while Google Cloud CCAI is Google’s solution that helps integrate AI into contact center processes.
According to Genesys, one of the pain points it has also targeted for TOT in integrating the new solution is the company’s added complication of having less manpower to receive calls amid social distancing measures.
“The telecom provider needed a solution capable of scaling rapidly to meet the unexpected surges in call volume, address a constantly evolving set of requirements, optimize agent resources, and still deliver superior customer satisfaction with empathy,” said Genesys.
Senior Director for Cloud and Digital at TOT K. Santhiphap Phoemmongkhonsap said that customer experience remains one of the most significant measures of success for TOT as a government organization.
Phoemmongkhonsap also shared that with audiences increasingly utilizing digital channels, TOT has made it a priority to modernize contact center infrastructure and maintain high customer experience standards despite significant changes to customer requirements due to COVID-19.
“TOT and Genesys shares a common vision of improving lives with technology, and we look forward to continue serving businesses and consumers in line with Thailand’s digital transition vision with a like-minded partner,” said Phoemmongkhonsap.
Commenting on the partnership, Gwilym Funnell, senior vice president, and general manager at Genesys Asia-Pacific said, “Genesys is honored to assist TOT in serving the needs of local businesses and consumers, and more importantly, harness technology to make lives better amid the ongoing pandemic. We operate with a strong belief in the transformational potential of AI and Cloud technologies for modern economies. We are thrilled to have had the opportunity to collaborate with one of Thailand’s telecommunications pioneers to accelerate digital transformation within one of Southeast Asia’s fastest-growing internet economies.”
Meanwhile, Head of Product for Conversational AI at Google Cloud Antony Passemard said “The successful application of Google Cloud’s CCAI solution by Genesys for TOT is a tremendous example of how applied AI can help organizations digitally transform quickly, and ultimately drive stronger, more efficient experiences for their customers while maintaining control of their costs.”