CONTACT CENTER CORNER: Europe’s Customer Service Near-Sweep

Six of the world's eight top global innovators in customer service and call centers reside in Europe, according to Genesys Telecommunications Laboratories.  The company recently announced the winners of its annual Customer Innovation Awards competition.

Winners are recognized for their use of technology to deliver innovative customer service in highly dynamic environments; specifically for transforming their customer contact centers, increasing customer satisfaction and improving the contact center's alignment with company business goals.  European winners this year included Belgacom, BT, Lekane, Philip Morris International, Sky and UniCredit Global Information Services. AT&T and Stream Energy, representing the U.S. and/or Texas, rounded out the top winners.

All eight finalists scored either "3-Star" or "4-Star," depending how a group of 25 analysts felt how companies performed based upon the states of the Gensys contact center capability model.  For example, 4-Star winner BT created a global unified communication infrastructure using IP and SIP for its over 30,000 internal contact center positions along with the 100,000 contact center positions managed for its clients.

For more:
- The Genesys Customer Innovation Awards winners

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