SUCCESS STORY: B&H Genesys PureConnect Suite streamlines consumer electronics retailer operations All-in-one multichannel customer engagement and business communications solution increases operational efficiencies and improves customer service The Challenge B&H stakes its reputation on service and product knowledge, and their contact center agents and salespeople play a key role in maintaining those standards of service. When the existing PBX and contact center product at B&H reached end of life, the company saw an opportunity to further improve service and sales with a more feature- rich and easy-to-manage solution. “We had call-recording functionality, but it was provided by a third-party product and it wasn’t integrated with the rest of our contact center,” said Heshy Itzko

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