Philips Support — Telecom-Express
Genesys engineering and integration · Existing service improved
The starting point
The Philips support program helped customers troubleshoot products by phone, email and chat. Agents could use physical equipment on site to reproduce a problem and guide the customer through it.
I joined an existing support program to improve how routing, customer data and contact-center systems worked together.
Give support agents the context they need to help customers.
What I did
- Configured routing and integrations I configured and tuned Genesys PureEngage, working on routing, database connections and CTI integration. These layers link each incoming contact to the right handling logic and give the agent the information they need.
- Supported phone, email and chat The environment supported phone, email and chat. I worked within that existing multichannel program, connecting technical changes to how support was actually delivered.
- Investigated technical issues Troubleshooting and integration were part of the same improvement effort. I worked alongside the support staff and the teams responsible for other infrastructure layers.
The outcome
Improved an existing technical-support operation through Genesys configuration, routing, data integration and troubleshooting.
I improved an existing program rather than creating the whole service. Changes in satisfaction, conversion and handling time were not measured for this case.