FC Barcelona Installs Genesys Express Multimedia Solution to Handle Interactions with Members and Fans

SAN FRANCISCO — FC Barcelona, a football club, installed Genesys Telecommunications Laboratories' Genesys Express Multimedia solution in its customer service center. The implementation at the club's Nou Camp stadium is part of an in-sourcing initiative that enables the Spanish football champions to handle ticket sales, season ticket subscriptions and general club information calls through one phone number. The Genesys solution provides FC Barcelona with routing and a universal queue.

FC Barcelona had previously outsourced its call center operation but found that customer service standards fell and there was insufficient control over the huge amount of calls and e-mails the club receives every month.

"The Nou Camp customer service center is the primary means for supporters to get their match tickets and find information on whatever service the club offers to its members. We have installed this new Genesys technology to help ensure that we provide the best possible service to all our members - Barcelona fans around the world," commented Xavier Boixeda, FC Barcelona's head of contact center. "Bringing the service back in-house will ensure that we improve the customer experience."

Boixeda continued: "The reporting functionality of the Genesys Express Multimedia solution is critical as it allows us to check that we deliver the right levels of service, as well as provide complete control over the systems so the contact center will be able to undergo upgrades quite easily. Using a single phone number for the full range of enquiries makes us very accessible, and this, combined with the universal queue and enhanced routing, enables the club to efficiently manage the increased volume of calls we inevitably receive ahead of high profile matches."