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Read how Convergence Group is seeing the real business value of Wholesale Ethernet to deliver high-quality connectivity for their customers.
Read how we’ve helped FastNet build their broadband business and keep their promises to bandwidth-hungry business customers.
See how we enabled Entanet to create a simple, powerful FTTC promotion which has seen their FTTC run-rate double since launch.
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Efficiency unleashed: the power of unified contact center operations
Imagine a contact center that doesn’t just react to change, but anticipates it. One that meets global disruptions, seasonal spikes, and complex customer demands with calm, coordinated action. In logistics, agility isn’t a buzzword; it’s a business imperative. And contact centers have a critical role to play in delivering it.
For organizations like DHL, resilience begins at the frontline, but it must also run across systems, processes, and data. This is where AI-powered foresight and dynamic networks come together to create a contact center that’s not only efficient, but truly future-ready.
Dynamic data: The fuel for agile decisions
Efficiency is mission-critical in logistics, where timely information about shipments and deliveries can make or break customer satisfaction. But agility isn’t just about speed – it’s about the ability to adapt quickly across borders and time zones, without compromising service quality.
A resilient contact center routes queries intelligently, surfaces real-time status updates to agents, and prioritizes the most critical cases. In addition to supporting agents, it transforms back-end operations to be faster, smarter, and more scalable.
Resilience also hinges on data visibility. When contact centers have access to live operational insights, they can keep customers informed and confident. With integrated systems and predictive analytics, agents don’t just answer queries; they anticipate them. That transforms the contact centers from a reactive function to a proactive engine of customer trust and operational excellence.
Human flexibility, supported by technology
The contact center industry has always been at the bleeding edge of automation. With RPA, the end-to-end integration of customer data in your CRM tool, billing and invoicing systems, and production, shipping, and handling environments can be entirely automated. This technology also generates valuable insights into each touchpoint in the customer journey, helping to pre-emptively identify problems and provide immediate solutions.
Agentic AI is where we see a real game changer for the contact center. It enables autonomous decision-making, anticipates issues in real time, and streamlines workflows. One powerful application is optimized staffing, with AI being used to forecast call volume trends to allocate resources more efficiently, reducing wait times and improving both customer and agent experiences.
Smarter tools for stronger agents
Some of the best agents aren’t network experts – and we don’t want them to be. How can we put the knowledge of our engineers into a tool that agents can use to do the technical bit of their job so that they can concentrate on the customer?
Traditionally, contact centers have been based on a ‘search’ methodology, with agents looking for answers to customer queries. AI can help DHL move to a ‘guided-help’ system, which walks agents through compliance-ready steps to an answer or diagnosis.
Equipping agents with real-time data on customer journeys enables tailored customer experiences – for example, routing calls to the agent with the skills to help them. With advanced analytics, your managers can optimize contact center strategies and refine processes to use resources in the most effective way and deliver exceptional service quality, reducing costs while maintaining quality.
With intelligent tools at their fingertips, agents can switch seamlessly between roles from problem-solver to relationship-builder, from order support to crisis manager. Flexible workforce models, enabled by cloud platforms and remote access, mean your contact center can scale not just systems but people.
Built-in resilience: BT + Genesys
At BT, we support contact centers with scalable cloud infrastructure and built-in redundancy. That means always-on service, even in moments of pressure.
Regularly capturing and analyzing feedback from both customers and employees helps identify areas for improvement. This approach ensures that contact centers can continuously adapt and enhance their services. BT integrates with Genesys Cloud to create agile contact centers that thrive in times of uncertainty.
Key features include:
Ready for what’s next?
True resilience is proactive. When your contact center is built for agility, you don’t just survive disruption, you turn it into a competitive advantage.
Let BT and Genesys help you build a smarter, stronger contact center – ready for whatever the future holds.
Visit the DHL Digital Hub to learn more.
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