AS Watson

Talks between Cloudoe and AS Watson commenced at the end of 2019. The main complexity of AS Watson's requirements lay in the need for Process and Chain Control and the email process. Cloudoe had developed an embedded application (the AMI) and had already implemented Chain Control for several customers. Following several Discovery sessions, it became clear that Cloudoe could precisely meet AS Watson's needs. Consequently, AS Watson selected Cloudoe to deliver their new Omnichannel Contact Center, based on Genesys Cloud and the AMI. The implementation was carried out in a very close partnership.

Key features of the project included Process and Chain Control, based on Genesys Cloud (Scripting) and integrations with backend systems, bulk email functionality, integration with SAP and an external Chatbot, connection to a Knowledgebase application, keyword recognition and routing, complex call flows and telephony infrastructure based on Cloudoe (Telco) building blocks, connection to Business Intelligence for reporting and analysis, and Quality Monitoring.

"After a very careful selection process, we, along with the Cloudoe team, implemented Genesys Cloud in our Customer Support department in a pleasant and expert manner. First telephony, and three weeks later, email. The other channels are still on the roadmap."

A.S. Watson (Kruidvat, Trekpleister, Prijsmepper, ICI PARIS XL, and Pour Vous)

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