DE
Jolly Tur
Client:
Jolly TurCategory:
CX PlatformTechnology:
Genesys SolutionsWho is Jolly Tur?
Jolly, Turkey’s leading tourism, entertainment and event company, has been serving more than 1 million holiday lovers every year with more than 800 sales points and 3,500 employees since 1987.
What do Market Researches Say?
Quickly adapt to changing communication trends with the Genesys product family, which allows you to flexibly manage all communication channels from fax to e-mail, from Twitter to WhatsApp.
Adapt to business needs and the most appropriate communication channels for customer needs with Procat’s end-to-end solution and consultancy services. Simplify management by reducing complexity in your contact centre.
Project Goal
The most crucial goal for Jolly Tur is to keep customer satisfaction at the highest possible levels and to increase this in every area possible. We provide consistent, uninterrupted, fast service to Jolly’s customers. We increase customer satisfaction and sales by maintaining consistent and world-class service.
What did we do?
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The entire call centre system was replaced with Genesys Solutions.
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Separate screens have been integrated like CRM, CTI and chat / request screens.
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All screens on the new technology, Genesys interaction connect, have been singularized.
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Call control started to be done with Genesys ACD.
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ICBM enabled the separated applications used to be collected on a single screen (SPV monitoring and reporting)
Business Results
- The speed of reaching customer representatives has been increased, the speed of communication has increased with voice messages and call back options during and outside working hours.
- With the integration of the systems and screens, operational success has increased and its effect on sales performance has been achieved.
- With the move to a standalone, web-based operating system, installation costs have been eliminated.