Case Study: KPN achieves personalized customer experiences with Genesys Cloud

KPN centralizes all contact channels on one platform with Genesys Cloud

KPN, a telecommunications provider, faced the challenge of managing customer service across three separate business process outsourcing partners (BPOs) for its consumer, business, and wholesale customers. To gain better insights and deliver more personalized experiences, KPN turned to vendor Genesys and implemented the Genesys Cloud platform.

The solution from Genesys centralized all of KPN's contact channels onto a single platform. This provided the company with robust insights across all business lines and enabled more personalized customer interactions through optimized predictive routing, which matches each customer with the best-suited agent. As a result, KPN was able to optimize its service delivery.

KPN