Case Study: Sky achieves consistent, resilient customer service and lower TCO with Genesys

Gains Competitive Edge With Sharpened Focus On Customer Service

Sky, a leading home entertainment and communications provider in the UK and Ireland with more than one in three homes as customers, operates 20+ contact centers and handles roughly 150,000 calls a day. Faced with rising customer expectations, peak‑usage events (such as pay‑per‑view boxing) and a mix of in‑house and outsourced sites, Sky needed estate‑wide virtualization, better agent optimization and accurate reporting to prevent service interruptions.

Sky deployed the SIP‑based Genesys Customer Experience Platform to unify in‑house and outsourced agents into a single virtual queue with centralized management and a minimal footprint at outsource locations. The solution delivered real‑time agent visibility to match resources to demand, consistent cross‑channel customer experiences during peaks, and a more resilient, centralized configuration that lowered total cost of ownership.

Sky