Rentokil Initial said it has embarked on a significant digital transformation project which will see the modernisation of its contact centre operations and technology infrastructure across 18 countries.
The pest control leader is implementing Genesys Cloud CX, an all-in-one Cloud, contact centre and experience solution, as its contact centre platform as part of an ambitious unified communications project.
Dan McCormick, group digital products and AI director at Rentokil said: “This is an extremely ambitious project but one that is crucial to remaining a leader in customer service and customer experience in our industry.
“We have worked with Sabio for a number of years in the UK and so are aware of their capabilities as a global CX specialist.
“This project will allow us to achieve standardised customer service experiences, providing end-to-end and seamless CX across multiple touchpoints.”
Mr McCormick said that the business receives around two million calls every year and so this project presents huge opportunities around elements of automation and self-service for those calls.
“It’s all about time resolution, personalisation and convenience for the customer,” he said. “This is what we’re aiming to achieve through this project.”