Intrarom & Genesys receive best use of Technology Award
Intrarom, the Romanian subsidiary of Intracom Telecom, announced today that it has received the Best Use of Technology Award jointly with Genesys, the market leader in omnichannel customer experience (CX) and contact center solutions.
2015-04-21 17:16:54
The award recognizes a large-scale IP contact center project implemented by Intrarom and Genesys to enhance customer experience at Telekom Romania, a leading telecommunications company in the local market. Intrarom and Genesys received the Best Use of Technology award during the first annual Romanian Contact Center Awards held March 26 in Bucharest.
Intrarom and Genesys helped Telekom Romania improve delivery of customer experience through a deep integration of applications and functionalities. These integrated applications include inbound call routing, outbound campaigns, workforce management, quality assurance, CRM IVR and analytics. Now, customer-facing teams at Telekom Romania can effortlessly engage with customers across all touchpoints, channels and interactions to deliver personal and unique omnichannel customer experience that drive ongoing results and increase customer loyalty.
"Genesys implementation covers all main functionalities required to support the Customer Care strategy of Telekom Romania operations in terms of cost savings, quality improvement and revenues boost. Intrarom team had an important contribution to successful implementation of the IP Telephony platform within Telekom infrastructure. The team members are Genesys experts, trustworthy specialists, always responding on time to our requests, providing accurate information to our technical teams and placing all their knowledge and efforts to solve any encountered issue and implement all our business requirements", said Mihai Bărbut, Customer Care Director, Telekom Romania.
Kostas Fiakas, Sales Director at Intrarom, added: "This award is a significant achievement for all of us. We continually strive to deliver great value and customer service, and it's very rewarding to hear from our customers that we are delivering it successfully. The implementation of the Telekom Romania IP Contact Center is a result of our shared commitment to excellence."
"Genesys has delivered a powerful customer experience platform that can truly orchestrate customer journeys," said Genesys Sales Director Apostolos Kemos. "The new omnichannel journey management capabilities available with the Genesys Customer Experience Platform are setting new standards for customer engagement."
Intrarom, a subsidiary of Intracom Telecom, has constantly consolidated its position as major vendor on the Romanian Telecommunications Market. The company employs 400 professionals on an industrial area of 33,000 sq.m. Sustained by a solid infrastructure of a 24 million Euro investment, Intrarom's experience covers the following lines of business: turn-key solutions for telcos, integrated IT&C solutions for Public Sector, tailor-made applications for enterprise, utilities and banking sector, multi-vendor support and field maintenance, and telecommunication systems manufacturingthe following lines of business: turn-key solutions for telcos, integrated IT&C solutions FOR