NTT DATA has successfully implemented Genesys Cloud at DynaGroup, part of the Belgian bpostgroup. This represents a significant step in enhancing the customer experience and improving employee satisfaction at DynaGroup, a provider of personalized logistics and supply chain services in the Benelux region.

 

Within the business units Dynalogic (specialist in personalized last-mile logistics) and Dynafix (expert in the field of repair services), the need arose for a flexible, scalable CX solution that matches the innovation and growth ambitions.

After its initial orientation, DynaGroup opted for NTT DATA's approach. NTT DATA offered the most comprehensive solution with Genesys Cloud. Besides user-friendliness, good integration with DynaGroup's existing custom software was also a requirement. One of these systems is the internally developed Transport Management System (TMS), which has grown alongside the organization for over 20 years and forms the backbone of its logistics operations.

With the new Genesys Cloud environment, DynaGroup enables Fancare Center staff to clearly manage customer interactions and quickly provide reliable information across multiple communication channels. DynaGroup is also assured of an innovative solution with the new contact system, which can grow with the organization and offers numerous AI functionalities, such as chatbots, analytics, and reporting. NTT implemented applications such as caller ID, customer identification, escalation management, and automated reporting. (NTT DATA)

Technology NTT DATA