Westbridge Furniture Designs Chooses Genesys Cloud Solution to Deliver Powerful Customer Experiences, Drive Competitive Differentiation


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FRIMLEY, UK — September 2, 2014 — Genesys (www.genesys.com), a leading provider of customer experience and contact centre solutions, today announced that Westbridge Furniture Designs has chosen the Genesys Cloud Premier Edition, a cloud solution built on the proven, industry-leading Genesys Customer Experience Platform, to transform its customer experience and gain a competitive edge in the retail furniture marketplace. Westbridge Furniture Designs is the UK’s largest own brand upholstery manufacturer, supplying leading retail brands including John Lewis, Next and Marks & Spencer.

Westbridge Furniture Designs will replace its existing customer service technology with the Genesys Cloud Premier Edition, which it plans to install in a matter of weeks. Genesys Cloud Premier Edition features powerful Interactive Voice Response (IVR) technology which will enable Westbridge Furniture Designs’ team of contact centre agents to provide a more personalised and focused customer experience to its callers. Genesys Cloud Premier Edition will also provide sophisticated reporting capabilities to the management team based on factors including agent productivity, SLAs met and any training requirements.

“Genesys Cloud Premier Edition is a key business solution for us, not just because of its sophisticated IVR capabilities, but we are also particularly looking forward to being able to add functionalities such as web chat as we expand our business and our customer service team,” commented Shona Vance-Lousada, Senior Customer Service Manager, Westbridge Furniture Designs. “As a customer service manager, I see real business benefits in being able to support agents by having the ability to listen to calls and assist where necessary and to monitor productivity, which will allow me to step in and give agents any extra training they might need.”

The Genesys Cloud Premier Edition is a pure cloud, Virtual Contact Centre offering that delivers everything that small to mid-size contact centers need to provide exceptional customer experiences. Built with world-class routing and IVR capabilities from Genesys, Cloud Premier Edition is designed to be flexible, quick to deploy, and easy to use.

“Enterprises are increasingly turning to Genesys because they realise that great customer experiences build great businesses,” said Mark Turner, Senior Vice President EMEA at Genesys. “Our Cloud Premier Edition has been specifically designed to enable small to mid size enterprises to use the innovative customer service tools they need to differentiate themselves quickly and easily because they are deployed in the cloud. Westbridge Furniture is a great example of how cloud solutions can assist companies to better serve their customers and continue to build trust and loyalty with their most important asset.”

About Westbridge Furniture Designs Limited
Westbridge Furniture Designs Limited is the UK’s largest own brand upholstery manufacturer, selling fine furniture exclusively to independent furniture stores and high street retailers. Westbridge Furniture draws on innovative designs and materials to cater for a discerning, upmarket customer base through independent retail outlets. The company employs 500 people across 3 dedicated manufacturing facilities in North Wales. For more information, visit www.westbridgefurniture.com

About Genesys
Genesys is the market leader in multi-channel customer experience (CX) and contact center solutions in the cloud and on-premises. We help brands of all sizes make great CX great business. The Genesys Customer Experience Platform powers optimal customer journeys consistently across all touchpoints, channels and interactions to turn customers into brand advocates. Genesys is trusted by over 4,500 customers in 80 countries to orchestrate more than 100 million digital and voice interactions each day. Visit us at www.genesys.com or call us 0800 096 6469

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