Swisscom, Switzerland’s largest telecommunications provider, is making significant strides in enhancing customer and employee experiences through its recent transition to the Genesys Cloud platform. This move not only aims to improve satisfaction and efficiency but also aligns with Swisscom’s ambitious sustainability goals.

Previously utilizing Genesys on-premises solutions, Swisscom has now embraced cloud technology to foster innovation in its services. This shift would be part of a broader trend among Swiss organizations migrating to cloud services to meet the demands of digital transformation while adhering to stringent local data privacy laws.

The deployment through the Amazon Web Services Europe (Zurich) Region, which became operational at the end of 2023, marks a critical step for Swisscom. This regional availability would be crucial for Swiss businesses, including Swisscom, enabling them to leverage advanced cloud capabilities locally.

Dirk Wierzbitzki, Swisscom’s Head of Residential Customers, emphasized the company’s strategy in selecting partners. “We prioritize partnerships that not only advance technological innovation but also retain a focus on human empathy,” he explained. Mr. Wierzbitzki believes that the synergy of human and technological interaction is essential for crafting optimal customer journeys.

Genesys Cloud will serve as a cornerstone for Swisscom to expedite its innovation processes. With comprehensive AI capabilities, the platform is designed to unify customer interactions across various channels, enhancing both agent effectiveness and customer satisfaction. 

Implementing AI-driven Tools

David Marcès, Genesys Country Manager for the Alps region, noted the increasing pressure on businesses globally to digitize and innovate swiftly to stay competitive. “Our goal at Genesys is to support these transformations, helping companies like Swisscom elevate their customer and employee experiences through our AI-driven cloud solutions,” he stated.

One of the notable features Swisscom plans to implement is AI-driven tools like Agent Assist and Predictive Routing. These technologies are expected to optimize the allocation of inquiries to the most suitable agents, thereby streamlining resolutions and improving overall service quality. 

Despite the growing trend towards digital communication channels, voice would remain the preferred mode of contact for Swisscom’s customers. The company is collaborating with Genesys to develop a Swiss-German language model to enhance service efficiency and personalization in this area.

Swisscom’s commitment to sustainability is a pivotal aspect of its move to the cloud. The company aims to become net zero across all operations by 2035, as per the Science Based Targets initiative (SBTi), and intends to reduce its CO2 emissions by 1 million tons annually by 2025. Transitioning to a cloud-based infrastructure is expected to significantly reduce the carbon footprint associated with its data management processes, particularly for the over 1,800 agents active on the platform.

Olivier Jouve, Chief Product Officer at Genesys, highlighted the dual benefits of this partnership. “Genesys is uniquely positioned to help Swisscom not only meet its customer experience objectives but also achieve its environmental targets,” he remarked. Jouve sees Genesys’s role as integral in driving Swisscom towards a sustainable and innovative future, where advanced AI technologies play a key role in both operational efficiency and ecological responsibility.

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