Betfair, the online gaming business, operated several disparate contact centre systems to service its customer base across multiple contact channels. With a heavy online presence, it faced the challenge of delivering a consistent service across all channels to its high-value customer base and struggled to do this with its existing infrastructure.

Following a technology review, the Betfair decided to implement the Genesys solution as its core multi-channel platform. The resulting deployment featured intelligent routing of voice, e-mail and web chat interactions as well as outbound calls through preview dialling mode and integration to third party wallboards for real-time reporting. The design and implementation included a fully redundant architecture to maximise solution availability.

Connect was responsible for delivering the entire project, from managing requirements gathering workshops with business stakeholders, systems design and acting as lead for implementation of the Genesys application layer, including routing strategies, real-time & historical reporting and Genesys Agent Desktop customisations.