MUMBAI:  Direct-to-Home (DTH) provider Tata Sky, has associated with Genesys, to deploy customer experience platform to enhance service delivery to its subscribers.

The association is an endeavour to empower Tata Sky’s workforce to service customers seamlessly across multiple touch points. The platform provides greater efficiencies in the company’s contact center operations and also provides subscribers with new, personalised self-service applications to provide customers with a complete user friendly experience, said the press release.

Excited with the collaboration, Tata Sky CEO Harit Nagpal said, “Tata Sky is pleased to partner with Genesys in our quest to bring superior quality television entertainment to its viewers. The system is clearly the best in class and offers cost savings, operational efficiencies and visibility into contact center operations.”

“Tata Sky strives to bring not only superior quality television entertainment to its viewers, but also to offer the best customer service possible. We have built an extensive customer service network across the country with 24-hour call centers manned by multi-lingual highly competent customer service associates,” he added.

The multi-channel capabilities of the Genesys solution integrates with Siebel, and provides Tata Sky customer service agents with a more productive and efficient work environment that takes advantage of ‘customer-priority’ based agent routing technology.

“We are pleased that Tata Sky has implemented Genesys to enhance the subscriber experience,” said Genesys APAC managing director Bruce Eidsvik. “Our best in class, multi-channel software is an ideal complement to Tata Sky’s vision of revolutionizing home entertainment in India and empowering every television viewer,” he added.

Additionally, the company also provides a personalised, voice self-service application that reduces the time that customers spend on unwanted menu options and helps transform the overall customer experience.