Pearson Digital Learning Transforms Customer Service Levels with Genesys

Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), today announced that Pearson Digital Learning, a provider of research-based digital learning solutions, has made it easier for teachers to connect with Pearson Digital Learning support specialists trained in its digital learning products, regardless of caller or agent location.

An important part of Pearson Digital Learning’s business strategy is ensuring that teachers have access to around-the-clock service and support. To transform the level of service they are providing to teachers, Pearson Digital Learning revamped their current contact center to include e-mail, chat, instant messaging and voice-over-IP multimedia capabilities from Genesys. Offering these multiple communications channels improves Pearson Digital Learning’s interaction with teachers who rely on the company’s curriculum that spans early foundations through high school graduation, raising the level of achievement for more than 20 million learners in 50,000 schools worldwide.

“Many teachers are quite restricted as to when they can find a phone to call the Pearson Digital Learning support center,” said Jonathan Mohr, systems manager. “We felt that teachers would be able to more easily reach us from computers within their classrooms. Now by simply logging in to the Pearson Digital Learning website, our teachers can access live, online assistance for faster support without leaving their classrooms.”

Pearson Digital Learning implemented the Genesys 7.2 Real-Time Interaction suite and Customer Interaction Management (CIM) platform for its core contact center infrastructure. The company also implemented Genesys Workforce Management (WFM). A global company, Pearson Digital Learning is continuously expanding domestically and internationally. Now managers can pull up-to-the-minute statistics on its Scottsdale, Ariz., operations, by simply using a mobile phone.

“Pearson can now review total numbers of interactions, numbers of abandoned calls, rates and trends, as well as how the company is performing today versus one year ago today, or even how many inquiries they have received per product,” said Randy Brasche, Genesys director, product marketing. “This is critical for establishing a dynamic contact center that monitors real-time knowledge of customer-agent interactions for improved customer service levels.”