Tata Sky tunes in to contact centre platform

MUMBAI, INDIA: Tata Sky, a Direct-to-Home (DTH) provider has associated with Genesys, a provider of customer experience and contact center solutions to deploy Genesys Customer Experience Platform enhance service delivery to its 13.5 million subscribers.

Apart from being a product innovator, customer services is a core differentiator for Tata Sky among its competitors, as it explains here.

The association is an endeavor to empower its workforce to service customers seamlessly across multiple touch points. The platform provides greater efficiencies in Tata Sky’s contact center operations and provides subscribers with new, personalized self-service applications to provide customers with a complete user friendly experience.

“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 center operations,” said Harit Nagpal, Chief Executive Officer (CEO) of Tata Sky.

“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 centers 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 personalized, voice 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,” said Bruce Eidsvik, Managing Director of Genesys APAC. “Our best in class, multi-channel software is an ideal complement to Tata Sky’s vision of revolutionizing home entertainment in India and empowering every television viewer.”