Beryl 8 Plus was chosen by PTT Digital to help elevate its contact center capabilities by incorporating cloud solutions from Genesys, a global cloud leader in AI-powered experience orchestration. The implementation of the Genesys Cloud CXTM offering, an all-in-one cloud contact center solution, will enable PTT Digital to offer end-to-end solutions to effectively manage customer journeys as it embarks on its full digital transformation journey. As part of its transformation, PTT Digital leveraged the Genesys Cloud CX solution to orchestrate empathetic and personalized experiences at scale for customers while creating greater business value.
Mr. Apisek Tewinpagti, Beryl 8 Plus CEO, shared that Beryl 8 Plus was chosen by PTT Digital Solution Co., Ltd. to elevate its contact center by implementing cloud contact center solutions from Genesys, which is one of Beryl 8 Plus’ technology partner that has deep expertise in experience orchestration. The project aims to fully address PTT Digital’s Contact Center Capabilities and transform it into a cloud-based operation as a part of its transformation journey. “Beryl 8 Plus is honored to be chosen as a trusted consultant to work with PTT Digital on this project. Presently, it is undeniable that customer experience (CX) is one of the top priorities for most businesses. In this regard, Genesys offers a comprehensive AI-powered solution that brings together voice, digital and workforce engagement capabilities in one easy-to-use platform to deliver the best customer experience and create better business outcomes,” said Mr. Apisek.
Mr. Naphat Nabhindhakara, Managing Director of PTT Digital Solutions Co., Ltd. shared that currently, PTT Digital wants to improve its contact center’s efficiency as it is a critical touch point for its business operation which includes in-bound call handling, case resolution, and also the data platform and technology. This data platform is integral to its operations as it helps support data analysis to enable the company to better respond to the demand of all its customers – which comprise both companies inside and outside of the PTT Group. Hence, PTT Digital chose Beryl 8 Plus to further enhance its call center capabilities in order to elevate service levels, deliver greater customer experience, and achieve the highest level of customer satisfaction.
“Nowadays, businesses are embarking on a digital transformation journey which requires the usage of cloud technology to support the improvement of business processes and increase efficiency. In this regard, Genesys Cloud CX serves as an important all-in-one solution that can help elevate customer experience and seamlessly support companies to be successful in their digital transformation journey. It quickly assists and addresses the business transformation needs of organizations that want to showcase comprehensive offerings and raise their customer service standards,” added Mr. Nabhindhakara.
Mr. Kulachart Ngernpermpoon, Country Director – Philippines and IndoChina at Genesys said, “Today’s digital world requires organizations to have a 360-degree view of the customer and have a pulse of their needs. Forward-thinking organizations need to transform their business to drive meaningful outcomes by scaling personalization. Our partnership with Beryl 8 Plus to support PTT Digital with the Genesys Cloud CX solution aims to assist companies seeking digital transformation to build operational excellence and accelerate their growth. Together with Beryl 8 Plus, we’ve embarked on a journey to enable PTT Digital to orchestrate differentiated customer and employee experiences by driving stronger workforce engagement, efficiency, and operational improvements.”
Mr. Boonrueng Tanasuntonpaisan, Vice President of Strategy & Enterprise Services, PTT Digital Solutions Co., Ltd. added that choosing Genesys Cloud CX to modernize and expand the scope of customer service would allow the company to meet the demands of its customers efficiently and deliver the best experience for both our customers and employees concurrently. He added, “For this project, PTT Digital has decided to partner with Beryl 8 Plus, an expert in digital transformation consulting. With the successful development, implementation, and completion of PTT Digital’s Call Center digital transformation, we have already witnessed significant improvements in the capability and efficiency of our call center.”
Genesys, one of Beryl 8 Plus’ technology partners, is a leading global cloud experience orchestration provider. It’s AI-powered experience orchestration platform enables organizations to deliver personalized, end-to-end experiences at scale. Genesys Cloud helps organizations coordinate every step of every experience through a full suite of omnichannel options, built-in employee experience, turnkey AI, and end to end journey optimization. It includes capabilities such as inbound and outbound, from call routing and IVR to email, chat, social media, messaging, screen share, self-service options, workforce optimization, analytics, and easy ways to connect to other business systems to deliver the best customer experience and service.
