Karachi 18th Aug 2016: K-Electric has announced the successful implementation of Genesys at its call center operations which will further enhance customer services and enable the utility to double its call handling capacity.
KE serves its customers through one of the largest call centers in the country. With Genesys, the top customer experience platform in the world, the call handling capacity is expected to double whilst reducing the call duration for the customers. The solution aims to drive greater integration through new and innovative features which will decrease the turnaround time for customer service representatives in logging and responding to complaints. Customers can also share their feedback at the end of the call creating greater accountability.
KE has added various platforms to facilitate customers in case of queries and complaints. Customers can not only call the 118 number but also connect with KE on 021-99000 or via KE’s social media platforms, through email or the website contact form. Additionally, registered customers can contact KE via SMS on 8119.