eir upgrades legacy call centre systems

08 November 2023

NTT DATA UK&I has announced a transformative partnership with eir, Ireland's leading telecommunications provider.

Through the collaboration, eir is transforming its customer experience journey. By replacing legacy call centre systems with Genesys Cloud CX, an API-first experience orchestration platform offering the latest in AI and digital innovations, eir has unlocked vastly improved customer experience.

eir has been working closely with NTT DATA and Genesys to enhance its contact centres and elevate the overall service experience. This partnership has been instrumental in streamlining eir's operations and providing seamless interactions between customers and the company.

With Genesys Cloud CX, eir now offers customers multichannel interactions using digital messaging and social channels. This, alongside the deployment of new chatbots offers new self-service opportunities, which works to reduce the volume of inbound calls so call centre agents can spend more time helping customers with complex issues. Instead of requiring customers to wait on hold, the addition of a call-back option offers a new convenient option for callers who need to speak to an agent. The implementation of a unified agent desktop, designed to assist agents in handling customer queries more effectively through greater access to information will help reduce Average Handling Time (AHT), and increase First Call Resolution (FCR) rates. Collectively, these changes transformed eir's customer service and provides them the experience orchestration engine to fulfil its aspiration to become one of the best companies in the country for service.

“Thanks to NTT DATA's support, we have been able to further transform our business. 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,” said Brian Chapman, CIO at eir Ireland. “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.”

“As a strategic partner for eir, we wanted to develop and implement a new customer service solution that would reaffirm eir’s status as a leading player in the Irish telecommunications industry,” said Shane O’Toole, client partner for eir at NTT DATA UK. “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.’’