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contact center solutions

Major U.S. Retail Chain Selects 3CLogic to Modernize Customer Service

3CLogic, the leading provider of cloud contact center solutions for ServiceNow, announced the adoption of its natively integrated voice platform by a major U.S. retail chain. The solution includes integration with both ServiceNow ITSM and CSM to meet the new remote work demands brought about by the impact of COVID-19, while replacing the existing on-premise Asterisk system to facilitate greater administrative flexibility and richer feature capabilities. Supporting over 150 owned retail locations (including grocery stores…

Genesys Partners with Infosys to Accelerate its Strategic Transformation Journey

Infosys, a global leader in next-generation digital services and consulting, announced the launch of a partnership with Genesys, a global leader in cloud customer experience and contact center solutions. The alliance will position both organizations to enhance and expand their customer experience and contact center offerings. Together, the companies will deliver market-disrupting innovation and mission-critical support to enable organizations around the world to provide differentiated customer service experiences. As a…

Pointillist Launches Customer Journey Analytics and Orchestration Platform

Pointillist’s AI-driven software combines with the Genesys customer experience and contact center solutions to enable companies to improve customer experience and reduce cost-to-serve Pointillist®, an award-winning provider of customer journey analytics software, announced that it is now available on the Genesys® AppFoundry, the industry’s largest dedicated marketplace focused on customer experience solutions. The AppFoundry allows Genesys customers from all market segments to discover and rapidly deploy a broad range of…

Genesys Honors Eight Companies For Customer Experience Impact And Excellence

Genesys Customer Experience Innovation Awards recognize companies from around the globe for their innovation and transformational customer experience initiatives Genesys, the global leader in cloud customer experience and contact center solutions, announced the winners of its 15th annual Customer Innovation Awards recognizing industry trailblazers Microsoft, TechStyle Fashion Group, Vodafone and more. The Genesys Customer Innovation Awards celebrates eight companies from around the world for driving significant…

RingCentral Announces RingCentral Cloud PBX for Microsoft Teams with Direct Routing Integration

Broadens Microsoft Teams integrations to empower users to be more productive RingCentral, Inc., a leading provider of global enterprise cloud communications, collaboration, and contact center solutions, today announced RingCentral Cloud PBX™ for Microsoft Teams enabling Direct Routing integration. With RingCentral Cloud PBX for Microsoft Teams users will have access to more robust cloud PBX capabilities without ever having to leave the Teams interface on mobile, web, and desktop. RingCentral also provides broader…

Cegid’s Customer Satisfaction Rises Nearly 10% Using Genesys Cloud

Cloud contact center solution from Genesys enables Cegid to rapidly enable a remote workforce during COVID-19 and supports global expansion plans With hundreds of thousands of customers across 75 countries, Cegid is a leader in business management solutions for accounting, finance and tax, payroll and human resources, Enterprise Resource Planning (ERP) and retail. The company is the third ranked software as a service provider in France and has earned a reputation as an industry trailblazer for being one of first to adopt…

TTEC Expands FedRAMP-Authorized Cloud Contact Center Solution With Pending IL4 Status and Best-in-Class WFO, CRM, AI Integration

Company further strengthens its direct and partner sales channels with its cloud contact center solution and pending IL4 authorization for federal, state, and local government TTEC Holdings, Inc., a global customer experience technology and services company focused on the design, implementation and delivery of transformative contact center solutions for many of the world's most iconic and disruptive brands and government agencies, today announced it has significantly strengthened its FedRAMP-authorized cloud contact…

TTEC Announces Worldwide Availability of Virtual Contact Center Solutions

New offering enables brands and government agencies to deploy contact center operations from anywhere TTEC Holdings, Inc., a leading digital customer experience (CX) technology and services company focused on the design, implementation, and delivery of transformative solutions for many of the world's most iconic and disruptive brands and government agencies, has today announced the availability of virtual contact center solutions in the Asia Pacific and European regions. TTEC's at-home solutions combines the quality…

Genesys Survey Finds Nearly 50% of Consumers Feel Companies Lack Empathy When Delivering Customer Service

71% in multi-country survey notice more personalization in customer experiences thanks to technology It's a more efficient but somewhat impersonal world when it comes to customer service, according to a new survey sponsored by Genesys®, the global leader in cloud customer experience and contact center solutions. Genesys gauged the sentiments of 5,000 adults in six countries: Australia, Germany, Japan, New Zealand, the United Kingdom (U.K.) and the United States (U.S.). While a majority (71%) believe that customer service…

Goosehead Insurance Transitions Entire Organization to Work from Home Environment with RingCentral Cloud Communications Solutions

RingCentral’s Unified Cloud Communications and Contact Center Solutions enable 2,200+ users to work from anywhere RingCentral, Inc., a leading provider of global enterprise cloud communications, collaboration, and contact center solutions, today announced that Goosehead Insurance, Inc a rapidly growing independent personal lines insurance agency, is using RingCentral’s cloud communications solutions to enable their entire organization to work from anywhere, using any device. Leveraging RingCentral Office®, a Unified…

U.S. Men Are More Willing Than Women to Pay For Good Customer Service

Gender differences come to light in Genesys consumer survey on customer experience Mars and Venus are still in opposition in the realm of customer experience. A recent survey by Genesys, the global leader in cloud customer experience and contact center solutions, finds that men and women have different expectations when it comes to good customer support and communication methods. For instance, nearly 20% more men than women are open to paying extra to get the type of service they want. Marketing Technology News:…

Genesys Expands Executive Team with Proven SaaS Executives

Company adds new chief people officer Eva Majercsik and bolsters Multicloud Solutions with John Hernandez as Genesys Engage SVP/GM and Raj Patel as SVP of cloud engineering and operations Genesys, the global leader in cloud customer experience and contact center solutions, today announced three strategic additions to its executive team, including Eva Majercsik as chief people officer (CPO). To strengthen its Multicloud Solutions business unit, the company also named John Hernandez as senior vice president and general…

RingCentral Recognized by San Francisco Business Times and Silicon Valley Business Journal as Best Place to Work San Francisco Bay Area

Company also honored with Bay Area Workplace Wellness Award RingCentral, Inc., a leading provider of global enterprise cloud communications, collaboration, and contact center solutions, today announced that the San Francisco Business Times and the Silicon Valley Business Journal recognized RingCentral as a 2020 Bay Area Best Places to Work and as a Bay Area Workplace Wellness Award recipient. The awards are based on the results of an independent survey conducted by Quantum Workplace. “We have invested our energy and…

NEC and Intermedia Announce Strategic Global Partnership to Deliver Cloud Communications, Collaboration, and Contact Center Solutions

Agreement Sets a Fast Track for the Global Rollout of NEC UNIVERGE BLUE CONNECT and NEC UNIVERGE BLUE® ENGAGE NEC Corporation, a leading provider and integrator of advanced IT, communications, and networking solutions, today announced a global strategic partnership with Intermedia, a leading provider of cloud-based Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) solutions. Together, NEC and Intermedia are launching NEC UNIVERGE BLUE® CONNECT, a fully integrated and born-in-the-cloud…

The New Normal: Redefining Business Continuity in Customer Experience

Complimentary live webinar hosted by Genesys to feature industry leaders with key insights on emerging trends and challenges in today's environment Genesys, the global leader in cloud customer experience and contact center solutions, is hosting a free live webinar to deliver expert perspectives on where the customer experience industry is headed given the dramatic shift in operations in response to challenges brought about by the COVID-19 pandemic. This 45-minute panel discussion will feature insight from global leaders…

Genesys Helps Organizations Manage Increased Customer Service Demands and Establish Remote Workforces During COVID-19 Pandemic

Rapid Response offer gives organizations free cloud contact center solution deployed in 48 hours, plus no premiums for volume spikes and comprehensive training and support As the world adapts to the COVID-19 pandemic, organisations of all sizes are struggling to manage increased demand while working to keep employees safe. To help navigate these challenges, Genesys, the global leader in cloud customer experience and contact center solutions, has launched a new Rapid Response offer to give any organisation free access to…

Fuze Combines Unified Communications and Contact Center Solutions for Enhanced Customer Experiences

Unified platform and comprehensive user interface provides advanced performance and support for optimized contact center interactions Fuze, the leading cloud-based communications provider for the modern global enterprise, today unveiled their fully integrated contact center as a service (CCaaS) solution, embedded within the Fuze unified communications as a service (UCaaS) platform. According to a Forrester Research report, “developing a solid contact center road map in the context of a broader customer experience (CX)…

Avaya Offers Complimentary Work from Anywhere Contact Center Solutions to Help Address COVID-19 Challenges

Avaya has already enabled over 150,000 agents worldwide to work remotely in response to the pandemic, and is providing global technical hotlines to help organizations maintain customer engagement and business continuity Avaya Holdings Corp., a global leader in solutions to enhance and simplify communications and collaboration, announced that it will provide additional help for contact center clients around the world who are challenged with maintaining high levels of customer engagement while they adapt to a remote…

Swisscom Quadruples Customer Interactions in Just Six Months with Genesys Messaging for Apple Business Chat

Genesys Supports the World's Leading Messaging Services, Including Apple Business Chat Genesys, the global leader in cloud customer experience and contact center solutions, announced that Swisscom's customer satisfaction, efficiency and transactional Net Promoter Score® have improved by nearly 10% on messaging channels since deploying Genesys Messaging for Apple Business Chat just six months ago. "Our customers are shifting their preferred communication methods from traditional voice services to messaging," said Rolf…

New Usage-based Pricing for Genesys Cloud Gives Organizations Ultimate Flexibility

Customer experience industry's most comprehensive pricing model offers plans starting at just $0.68 USD per user, per hour Genesys, the global leader in cloud customer experience and contact center solutions, has rolled out new hourly pricing for Genesys Cloud. Now, organizations can pay only for time spent using the company's all-in-one solution, which is also the world's leading public cloud contact center platform. Customers can choose from Genesys Cloud's multiple pricing options — the flexible usage-based pricing…