NTT Data revamps call centre systems for eir

Genesys implementation a game changer for customer service

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Image: NTT Data

NTT Data has announced a partnership with eir to replace its legacy call centre systems with Genesys Cloud CX, an API-first experience orchestration platform. This partnership underscores a commitment to innovation and delivering reliable customer experiences.

The dynamic nature of the telecommunications industry demands constant innovation to meet customer expectations and deliver exceptional services.

Shane O’Toole, client partner for eir at NTT Data, said: “Our goal was to make the customer service agent’s job better, so we worked closely with the teams to create a single pane of glass solution that would give agents the oversight of everything they need all at once. We look forward to continuing to innovate and delivering new solutions for eir in the future, as it strives to both grow its business and deliver the best customer experience possible.’’

Brian Chapman, CIO, eir, said: “We are currently on a journey to strengthen our capabilities to deliver innovative telecommunications solutions and the best possible service to our customers, and the Genesys Cloud CX platform is an integral part of achieving this goal. By harnessing the power of technology and digitalisation, we are completely transforming our business and the work we are doing with NTT Data, and Genesys is helping us make the next steps for our customers.”

TechCentral Reporters

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