News

The launch marks a major milestone in our customer transformation programme, which focuses improving how we manage contact and expanding digital self-service options for customers.

Developed in partnership with technology experts Kerv Experience, the new Genesys platform brings together phone calls, emails, Live chat, and website messages into a single system, providing a faster and more efficient service for customers.

A key feature of the new system is AI-powered tools that support customer service teams by summarising conversations and instantly displaying all previous communications. This stops the need to switch between different platforms saving time and improving quality of service.

Live Chat has also been upgraded to support translation in more than 60 languages, ensuring customers from diverse backgrounds can easily access information.

Paul Dempster, A2Dominion’s Project Director for Customer and Digital Contact, said: "We’re excited to have partnered with Kerv Experience to roll out the new Genesys system in our contact centre, which managed more than 300,000 customer queries last year alone.

“This is a critical step in our journey to transform how we manage customer queries and will make it easier for our customers to get the help they need, when they need it.

“One of our biggest challenges to date has been managing information across multiple systems, which has created inefficiencies in the way we work.

“With everything now in one place, we can respond faster and more efficiently, giving customers a better experience.”

The new technology has introduced a raft of benefits which include:

• Live Chat translation in more than 60 languages, improving accessibility for non-English speakers
• Routing customer phone calls to agents with the most appropriate knowledge or the previous agent if they’ve had a great experience
• AI-powered technology that summarises conversations and generates responses to common queries
• Automated ID verification and a secure, compliant phone payment solution
• Estimated wait times and call-back options, offering greater transparency and convenience
• Real-time feedback gathered across all channels to support continuous improvement
• Sentiment analysis and performance alerts to help teams resolve issues before they escalate
• Text-to-speech functionality for faster updates to phone system messaging.

As part of the second phase of its customer service transformation, launching later in the year, we will introduce AI-powered voice and chat bots.

These tools will allow customers to self-serve to do everyday tasks, such as paying rent or reporting repairs quickly and easily, at any time. Customers will still have the option to speak to a member of the team if they prefer.