DWP and Genesys Win Gold in Best Innovation in Business Transformation at the 2017 European Contact Centre & Customer Service Awards

Genesys, the market leader in omnichannel customer experience and contact centre solutions, announced that Department for Work and Pensions (DWP) has been awarded Gold in the Best Innovation in Business Transformation category at the 2017 European Contact Centre & Customer Service Awards (ECCCSA) for its digital transformation programme with Genesys.

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Designed to celebrate Europe’s best customer service providers, Genesys and DWP were shortlisted and recognised for their partnership to implement DWP’s customer centric approach and strategy based on a written submission and presentation to the judging panel of industry experts.

Over the past seven years the UK government has been on a journey to transform its service provision to provide a better service to citizens and drive significant efficiencies through the use of digital technology. This was accomplished by transforming DWP’s customer experience systems and processes with the use of a complete SIP voice technology based on the Genesys Omnichannel Engagement Centre.

Kashaf Chaudry, Director Strategic Solutions – Public Sector, Genesys, said: “DWP has successfully transformed its customer experience platform to ensure customers demonstrate how its use of technology has been instrumental in making advances. Recognition in the ECCCSAs is testament to the strength of our partnership and shared focus on delivering the best possible customer experiences.”