Telecom Company Swisscom Adopts Genesys Cloud AI Capabilities

AI customer experience company Genesys recently announced that Swisscom AG, a major telecommunications provider in Switzerland, has accelerated its drive for improved customer and employee experiences (CX/EX) by harnessing to the Genesys Cloud platform. As part of its transformation, Swisscom will use Genesys Cloud AI capabilities to empower its human agents by upleveling their range of services and abilities.

With Genesys AI-driven solutions, including Agent Assist and Predictive Routing, Swisscom expects to enhance both the agent and customer experience by ensuring the right agent helps the customer at the right time with the right information they need at their fingertips. The adoption of the Genesys platform will mean agents can better navigate inquiries to ensure customers receive faster resolutions.

While usage of digital channels continues to grow, voice continues to remain the most popular service method for Swisscom customers. To ensure its voice channel is inclusive of all customers, Swisscom is currently working closely with Genesys to create its own Swiss-German language model to provide more efficient and personalized service.

“Businesses in Switzerland and all over the world are facing increasing pressure to innovate and digitize faster to remain competitive,” said David Marcès, Country Manager for the Alps region at Genesys. “We are focused on supporting organizations in accelerating their technological evolutions by enabling them to advance their customer and employee experiences to the cloud using our AI-powered solutions.”

Swisscom has also chosen Genesys Cloud as part of the company’s green initiative. To contribute to capping the global temperature rise at 1.5 °C, Swisscom has committed to becoming net zero by 2035 with plans to save one million tons of CO² annually by 2025. Moving from an on-premises solution to Genesys Cloud will help Swisscom significantly lower its carbon footprint for more than 1,800 concurrent agents using the platform.