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Case Study: BMW Group achieves connected, value-added services and improved customer experience with Genesys PureConnect
A Genesys Case Study
Powering innovation and value-added services with an all-in-one contact center solution
BMW Group launched BMW ConnectedDrive to add value to its vehicles by connecting drivers with live contact center operators, but faced a complex set of challenges: deliver a personalized, fast and reliable experience that handled both voice and data on one platform, meet a strict SIP requirement, surface relevant physical and digital information to operators, and optimize routing across global sites including Japan, Germany and Australia.
Genesys PureConnect was selected for its SIP compatibility, cost, installation speed and flexible modules, and system integration partners implemented an SIP/HTTP integration that links vehicle event data, host-system info and CRM to the PureConnect PBX. The solution was deployed in about six months (starting with 15 seats) and delivered a differentiated offering with improved customer experience, increased efficiencies and reduced infrastructure costs and complexity.
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