In this year’s Genesys (News - Alert) User Conference, G-Force in Barcelona, contact center technology expert Genesys has reinforced its latest mantra "Create the new conversation". Longstanding Genesys partner and provider of contact center solutions based on Genesys technology, ProtoCall One, extended its support for Genesys' latest round of announcements on its strategy and product focus.
In his keynote address, Tom Eggemeier, Global Sales Leader at Genesys, emphasized on the value of customer service. Describing customer service as 'cool' thing, Eggemeier revealed how Genesys has been working with CXO's to harness changes in customer behavior to enable good customer service. His company has a focus on developing happy customers instead of purely on return on investment. In lieu of this, Genesys identified three key focus areas - cloud, social media and mobile communications enablement. These focus areas present tremendous business opportunities for the Genesys customers.
Genesys Social Engagement is expected to help organizations create the integrated approach they need to turn the social media opportunity into real business benefits. It delivers the capabilities companies need to establish social media as an emerging marketing and customer service touch point, and ensures that they capitalize fully on those efforts to deliver a satisfying customer experience.
Genesys Cloud makes Genesys contact centre applications available on a flexible, pay-per-use basis. It allows the users to enjoy full control of their cloud applications in a secure, multi-tenant environment. Customers benefit from rapid deployment times, considerably reduced capital outlay allowing customers to focus on running customer contact operations without the overhead in maintaining a technology platform.
Genesys Mobile Engagement seeks to enhance mobile customer experience by linking mobile apps with customer service agents. With the Push of a "smart button" Genesys Mobile Engagement unlocks context, history and live assistance capabilities for mobile applications and also opens up a previously untouched pool of isolated mobile users.
“It was reassuring to learn first-hand that our business is closely aligned to deliver on the solutions Genesys have chosen to focus their growth on. Social, cloud and mobile technology all feature in our G-Cloud(TM) portfolio. In turn it was reassuring for Genesys, its customers and partners to discover how far we have progressed with G-Cloud(TM), the UK's first and only Genesys-based "contact centre in the cloud,” Commercial Director at ProtoCall One Jason Sparks said in a statement.
In other news Genesys announced that they have expanded their strategic relationship with Telekom Deutschland. This expanded relationship will deliver an integrated, cloud-based contact centre solution to small and medium sized enterprises, and manage any customer interaction channel including voice, web, mobile and social media.
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Edited by Amanda Ciccatelli