- Sabio is supporting the phased rollout of the Genesys Cloud CX™ customer experience solution
- The project involves more than 500 contact center employees in 18 countries
- Sabio also offers support for managed services in a multi-year agreement
London /PRNewswire/ - Rentokil Initial plc has embarked on a major digital transformation project that will modernize its contact center operations and technology infrastructure in 18 countries.
Pest control leader deploys Genesys Cloud CX™ — a comprehensive cloud, contact center, and experience solution — as its contact center platform as part of a unified communications project.
The global delivery, supported by digital customer experience transformation specialist Sabio Group, will standardize Rentokil Initial's customer experience processes and technology.
The new Genesys Cloud contact center allows the company to strengthen its telephony business and open up new channels for broader interaction with customers.
Said Dan McCormick , Group Digital Products and AI Director at Rentokil , “This is an ambitious project, but one that is critical to remaining a leader in customer service and customer experience (CX) in our industry.
“We have been working with Sabio for several years and are aware of their capabilities as a global CX specialist.
"This project allows us to standardize the customer service experience and deliver an end-to-end, seamless customer experience across multiple touchpoints."
While voice remains the most important channel, Genesys Cloud CX offers multi-channel support. As part of this, Rentokil Initial has introduced email, chatbots, ICABs & CCM Pops, identification and verification (ID&V) and WhatsApp, with intent capture and analytics (IC&A) and integration with its CRM also on the agenda.
Ten markets - the UK, Ireland, Portugal , Belgium, the Netherlands, Switzerland, Lithuania, Malaysia, Australia and South Africa - are already live and outperforming the company's KPI indicators.
Eight more countries are planned in the coming months.
In addition to providing technical expertise to assist with the rollout in each country, Sabio - the leading Genesys Gold partner in Europe - will support Rentokil Initial through a multi-year managed services agreement.
About Sabio Group
Sabio Group is a global digital customer experience transformation specialist with major offices in the UK, Spain, France, the Netherlands, Malaysia, Singapore , South Africa and India .
The group provides solutions and services that seamlessly combine digital and human interactions to support excellent customer experience and help organizations optimize the customer journey by making better decisions across multiple contact channels.