Karachi—K-Electric has announced the successful implementation of Genesys at its call centre operations which will further enhance customer services and enable the utility to double its call handling capacity. KE serves its customers through one of the largest call centres in the country. With Genesys, the top customer experience platform in the world, the call handling capacity is expected to double whilst reducing the call duration for the customers.
The solution aims to drive greater integration through new and innovative features which will decrease the turnaround time for customer service representatives in logging and responding to complaints. Customers can also share their feedback at the end of the call creating greater accountability.