As a global leader in customer experience (CX) orchestration, Genesys has partnered with Indian Hotels Company (IHCL), India’s largest hotel company, to embark on a journey of digital transformation through IHCL’s Digital Omni-Channel Contact Center Solution (Project I-DOCS). IHCL’s contact center strategy and customer engagement will be enhanced by deploying Genesys Multicloud CX, a full-featured omnichannel solution.

Raja Lakshmipathy, Managing Director, India and SAARC, Genesys, said, “The customer journey comprises of many micro-moments that define CX. Genesys Multicloud CX provides an enhanced experience orchestration, which acts as a key differentiator for any brand in today’s digital-first era. Our collaboration with IHCL has allowed us to streamline customer engagement strategies and provide personalized and improved experiences. We are proud to partner with IHCL for this project.”

Through Genesys Multicloud CX, the company’s contact centers are moved to the cloud, allowing them to unify voice and digital channels, self-service, and work items. The system provides an enhanced customer experience across all stages of the customer journey, by using proactive communication tools and more efficient processes to ensure customer satisfaction. As part of IHCL’s ongoing efforts to enhance its overall customer experience, it has implemented a centralized reservation network, a detailed reporting framework, and real-time analytics. Also included are integrated voice, chat, and e-mail channels.

Vinay Deshpande, Senior Vice President & Head of Digital & IT, IHCL said, “As a customer-centric organization, it is our endeavour to ensure the highest level of customer engagement across all our platforms. Project I-DOCS allows us to cater to the next generation of digital-first customers. With the belief that great CX sits at the intersection of transformation and orchestration, our partnership with Genesys has helped us elevate our customer experience from the ground up.”

As a result of the implementation of the Genesys Multicloud CX, together with its implementation partner CS Infocomm, IHCL has developed a more efficient customer service team, improving next-generation customer experience (CX).