![\"Rentokil](\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2022\/11\/Rentokil12.jpg\")
\nThe pest control leader is implementing Genesys Cloud CX\u2122 \u2014 an all-in-one Cloud, contact centre and experience solution \u2014 as its contact centre platform as part of an ambitious unified communications project.<\/p>\n
The global delivery, which is being supported by Sabio Group<\/a>, the digital CX transformation specialist, will help to standardise Rentokil Initial’s customer experience (CX) processes and technology.<\/p>\n Its new Genesys Cloud contact centre will enable the business to strengthen its telephony operations as well as open up new channels for wider customer interaction.<\/p>\n Dan McCormick, Group Digital Products and AI Director at Rentokil said<\/strong>: “This is an extremely ambitious project but one that is crucial to remaining a leader in customer service and customer experience in our industry.<\/p>\n “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.<\/p>\n “This project will allow us to achieve standardised customer service experiences, providing end-to-end and seamless CX across multiple touchpoints.”<\/p>\n While voice remains its main channel,\u00a0Genesys Cloud CX provides omnichannel support. As part of this, Rentokil Initial has introduced email, chatbots, ICABs & CCM Pops, Identification and Verification (ID&V) and WhatsApp, with intent capture and analysis (IC&A) and integration with its CRM also on the agenda.<\/p>\n Ten\u00a0markets – the UK, Ireland, Portugal, Belgium, Netherlands, Switzerland, Lithuania, Malaysia, Australia and South Africa – are already live and performing ahead of the company’s\u00a0\u00a0KPI indicators.<\/p>\n A further eight are planned for roll-out in the next few months.<\/p>\n Dan added<\/strong>: “We receive around 2 million calls every year and so this project presents huge opportunities around elements of automation and self-service for those calls.<\/p>\n “It’s all about time resolution, personalisation and convenience for the customer. This is what we’re aiming to achieve through this project.”<\/p>\n As well as the provision of technical expertise to assist with the roll-out in each country, Sabio \u2013 the leading Genesys Gold partner in Europe – is also supporting Rentokil Initial through a multi-year Managed Services agreement.<\/p>\n “This project \u2013 involving customer service innovation, a clear AI strategy and the adoption of the correct operating model for an omnichannel contact centre – personifies who we are as an organisation and provides us with the ideal platform from which to show our capabilities and expertise as a global digital CX transformation specialist.”<\/p>\n About Sabio Group<\/strong><\/p>\n Sabio Group<\/a>\u00a0is a global digital customer experience (CX) transformation specialist with major operations in the UK (England and Scotland), Spain, France, Netherlands, Malaysia, Singapore, South Africa and India.<\/p>\n The Group, which includes ‘makepositive’, delivers solutions and services that seamlessly combine digital and human interactions to support outstanding customer experiences.<\/p>\n Through its own technology, and that of world-class technology leaders such as Amazon Connect, Avaya, Genesys, Google Cloud, Salesforce, Twilio and Verint, Sabio helps organisations\u00a0optimise their customer journeys by making better decisions across their multiple contact channels.<\/p>\n The Group works with major brands worldwide, including Aegon, AXA Assistance, BBVA, BGL, Caixabank, DHL, loveholidays, Marks & Spencer, Rentokil, Essent, GovTech, HomeServe, Saga, Sainsbury’s Argos, Telef\u00f3nica and Transcom Worldwide. Info:\u00a0www.sabiogroup.com\u00a0<\/u><\/a>twitter.com\/sabiosense<\/u><\/a>\u00a0\u00a0https:\/\/linkedin.com\/company\/sabio<\/u><\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":" Rentokil Initial plc has embarked on a significant digital transformation project which will see the modernisation of its contact centre operations and technology infrastructure across 18 countries..<\/p>\n","protected":false},"author":108,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[4],"tags":[],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/36563"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/108"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=36563"}],"version-history":[{"count":8,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/36563\/revisions"}],"predecessor-version":[{"id":36575,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/36563\/revisions\/36575"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=36563"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=36563"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=36563"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}![\"Rentokil](\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2022\/11\/rentokil7.jpg\")
\n![\"Tim](\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2022\/11\/tim-pickard.jpg\")
Tim Pickard, Chief Marketing Officer at Sabio Group, said<\/strong>: “We are excited to be involved in such an ambitious and forward-thinking project with Rentokil Initial, one that will ensure they remain the leading player in the pest control industry through the provision of outstanding customer experiences.<\/p>\n