Hutch Sri Lanka Unveils Genesys Driven ‘Project Fusion’ Customer Experience Platform


Hutch Sri Lanka in collaboration with Genesys and IT Connect Sri Lanka has launched a new Customer Experience Platform christened “Project Fusion”.

The new Customer Experience Platform will ensure Hutch Sri Lanka cans service its customers via any interaction channel. The new solution will enable Hutch Sri Lanka to engage and provide a superior and differentiated customer experience to over two million of the telecom operator’s subscriber base.

Hutch Sri Lanka is one of the fastest growing telecom operators in Sri Lanka. As the consumer base of telecom operator grew, the telecom giant’s agents faced a major hurdle gathering information about customers’ requirements originating from disparate sources, and having to address them in a timely manner through appropriate communication channels.

Hutch Sri Lanka wanted to deploy a flexible solution to address their requirements. Through Project Fusion, Hutch Sri Lanka aims to achieve competitive advantage via technology-fuelled customer experience.

The Genesys Customer Experience Platform will provide a state of art experience to Hutch Sri Lanka ‘s customers, unleashing a brand new era of superior customer care. Hutch Sri Lanka has developed an obsession with understanding, delighting, connecting with and serving customers; the platform will provide insights and visibility to the company’s management with regards to customers’ needs and behaviours while enhancing the quality of the service delivered.

Thirukumar Nadarasa, CEO Hutch commented, “The Genesys solutions help us solve three key business challenges that are fundamental to customer experience:

1) Create exceptional relationships with our customers,

2) Make our employees more engaged and empowered to create these customer relationships

3) Use innovation to optimise our operations while differentiate our services.”

The new Genesys solution enables to deliver Next-Generation Customer Experiences today. The platform will help Hutch Sri Lanka build lasting customer relationships and deliver transformative business results by giving a complete visibility into all customer activity across all voice and digital channels. Genesys administers agents and skills for all voice and digital channels in one place for routing, scheduling, and forecasting.

One screen delivers the full customer history across channels, so agents have the details necessary to resolve issues, answer questions, and satisfy customers. This results in better agent utilization and effectiveness, improved employee retention and satisfaction, and stronger customer relationships.