Tricolor Deploys an Advanced Omnichannel Contact Centre

Tricolor has turned to Orange Business Services to modernize its customer service activities, leveraging technology from Genesys to help implement an advanced omnichannel contact centre.

Tricolor provides digital services, including satellite television and video streaming, for 12.2 million households throughout Russia.

By deploying Genesys Engage, the omnichannel and multi-cloud customer engagement solution to be used by hundreds of operators, Tricolor can now interact with its customers all across the country via voice, chat, social networks, instant messaging and email by seamlessly using a single platform.

The solution allows Tricolor to maintain the level of service regardless of communications channel. Tricolor can now also use speech analytics, allowing it to identify the reason for customers’ calls. This in turn provides the company valuable data insights in order to optimize internal processes and allow further self-service provision to end-customers.

Working with Orange Business Services since 2018, Tricolor deployed this new solution on top of its existing infrastructure. The seamless transition to the new platform took only six weeks and did not impact current business processes or the quality of services provided.

Orange Business Services experts first conducted an audit of the contact centre’s internal procedures to draw up an analysis of functionality requirements. All stages of the contact centre implementation were carried out in close cooperation with Tricolor.

“Tricolor cares about its customers, so it sought to optimize and improve customer support. Thanks to this innovative solution, we can significantly speed up the processing of calls and provide an omnichannel service,” said Ekaterina Pavlova, director of the service department of Tricolor.

“The Genesys Engage platform allows a contact centre employee to see complete information on all customer requests in real time. They can then provide the necessary operational support regardless of the communication channel.”

“In our database, there are already more than 1.5 million user requests. Further data collection will make the work of the contact centre even more effective.”

“Introducing speech analytics allows enterprises to automate the assessment of service quality and improve interaction with customers.”

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About Genesys

Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-Powered Experience Orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organisations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.

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Author: Genesys