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Genesys

Daily MarTech Roundup: Latest News, Insights, Funding and Updates

Today’s Daily MarTech Round-up covers the latest in Cloud, Marketing Analytics, Automation, Customer experience AI and ML announcements from Box, Finn AI, 180byTwo, Grapevine6, Genesys, Peer39, and AdMaven. Australian Neobank, Xinja, Helps Transform Customer Experience With Box Box, a leader in cloud content management, announced that Xinja – a leading Australian neobank – has chosen Box to enhance its customer interactions via the Xinja mobile application. Xinja customers’ bank statements and account data will now be…

Cogito Appoints Industry Leader as President & Chief Customer Officer

David Sudbey’s three decades in customer experience and voice technology to propel company’s next phase of growth Cogito, a leader in real-time emotional intelligence solutions, announced the appointment of David Sudbey to President and Chief Customer Officer. In this role, Sudbey will be responsible for leading strategy and execution across the complete customer lifecycle – including sales, services, customer success and strategic partnerships. Marketing Technology News: SentryOne Partners with Theta to Deliver…

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, organizations 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 As the world adapts to the COVID-19 pandemic, organizations of all sizes are struggling to manage increased demand while working…

Daily MarTech Roundup: Latest News, Insights, Funding and Updates

Today’s Daily MarTech Round-up covers the latest in Cloud, Marketing Analytics, Automation, Customer experience AI and ML announcements from Zuant, Publix, Amplitude, Checkpoint Systems, and Genesys. Zuant Stops Event Lead Evaporation with Seamless Follow-Up to Drive ROI Zuant understands the pain of leads that die from neglect after an event. To prevent this, the award-winning mobile lead capture cloud solution, announces Zuant Lead Follow-up.  Generated from the Zuant app, event leads flow automatically into it’s…

Genesys Messaging with WhatsApp Simplifies Communication Between Businesses and Consumers

Powerful contact center solution from leader in customer experience helps organizations connect every interaction across voice, email, chat and messaging Vodafone Germany is now using WhatsApp, SMS and another top business messaging platform supported by Genesys, the global leader in cloud customer experience and contact center solutions. With Genesys Messaging, 1,500 of the company's agents can connect easily and intuitively with customers on this growing channel, which already averages 300,000 monthly interactions.…

Avaya, Cisco and Genesys Contact Center Customers Can Move to the Cloud for Free With Talkdesk Boost for Business Continuity in 15 Days

Talkdesk Boost for Business Continuity neutralizes the impact of natural disasters on support operations with fast and easy transitions from on-premises to cloud contact center solutions Contact centers are high-risk locations for operational shut down due to virus spread or other natural disasters Talkdesk Boost enables the acceleration of digital transformation by augmenting existing on-premises systems with modern, intelligent cloud contact center applications In response to the Coronavirus outbreak,…

Genesys Acquires nGUVU to Bolster Employee Experience Capabilities and Empower Tomorrow’s Workforce with Gamification and Machine…

New capabilities for Genesys Cloud Workforce Engagement Management (WEM) serve as strategic step to enabling Experience as a Service for any organization Genesys, the global leader in cloud customer experience and contact center solutions, has acquired its long-standing partner, nGUVU, to add gamification to its comprehensive workforce engagement management (WEM) suite. Based in Montreal, Canada, nGUVU is a cloud-based software provider of gamified solutions that use machine learning and behavioral analytics to improve…

Avtex Hires Kristine Hansen as Vice President of Sales

Hansen Will Focus on Delivering Extraordinary Experiences by Unifying Microsoft and Genesys Technology Avtex, a customer experience (CX) consulting and technology company, announced the hiring of Kristine Hansen as Vice President of Sales. Hansen, previously with companies such as Microsoft and IBM, recently concluded her role as a Senior Director at Genesys. In her new role, she will report to Avtex Chief Business Officer, Bryce Gibson. “I know firsthand how capable and successful Avtex has been at providing seamless,…

Genesys Cloud Now Available on AWS Marketplace

Simplified procurement and administrative processes make it easier for enterprises to access the market-leading cloud customer experience platform from Genesys Genesys, a global leader in cloud customer experience and contact center solutions, announced that Genesys Cloud is now available in AWS Marketplace, a digital catalog with thousands of software listings from independent software vendors. The catalog makes it easy for organizations to find, test, buy, and deploy software that runs on Amazon Web Services (AWS). Now,…

Genesys Applauded by Frost & Sullivan for its Commitment to Helping Clients Deliver Personalized Customer Experiences and Improve…

With an extensive portfolio guiding the cloud migration process, Genesys enables contact centers to achieve greater productivity and customer engagement Based on its recent analysis of the Latin American & Caribbean contact center solutions market, Frost & Sullivan recognizes Genesys with the 2019 Latin American & Caribbean Company of the Year Award. It employs artificial intelligence (AI) and machine learning engines to optimize operations for agents. With a portfolio of products adapted for local markets,…

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…

Microsoft and Genesys Expand Partnership to Help Enterprises Seize the Power of the Cloud for Better Customer Experiences

Genesys Engage on Microsoft Azure Is a New Trusted and Secure Cloud Offering Built to Ease the Transition to the Cloud for Large Enterprises  Microsoft Corp. and Genesys have expanded their partnership to provide enterprises with a new cloud service for contact centers that enables them to deliver superior interactions for customers. With the omnichannel customer experience solution Genesys Engage™ running on Microsoft Azure, enterprises have the security and scalability they need to manage the complexities involved…

Genesys Introduces Experience as a Service Enabling Organizations to Deliver True Personalization

Rapid innovation, lightning-fast deployments and infinite scale solidifies Genesys Cloud as the world's leading public cloud contact center platform Genesys, the global leader in omnichannel customer experience and contact center solutions, announces it is changing the name of its flagship software as a service (SaaS) offering, PureCloud, to Genesys Cloud. This shift reflects the evolution of the company and marks the launch of Experience as a Service powered by Genesys Cloud, which enables organizations to achieve true…

Genesys Survey Reveals the “Hold” Music That Transcends Borders

Around the globe, Classical music is top choice to soothe customer support frustrations Team Kate or Team Meghan, vinegar or tomato-based barbecue sauce, paying college athletes or not — there are plenty of things that divide us today. But what's something that opposing factions can agree on? Consumers around the globe concur that when it comes to waiting on hold for customer support, it's Classical tunes that are music to their ears. In fact, nearly 30% of those surveyed said if they could choose their own "hold"…

Painful Customer Support Experiences Bring 52% of American Consumers to Tears and Profanity

Genesys survey highlights cultural differences as U.S., China and India show highest rate of frustration while seeking help More than half (52%) of U.S. respondents in a recent survey reveal they become so frustrated when soliciting customer support that they swear or even cry. This figure is similar to U.K. survey results (50%) but pales in comparison to the 60% response in India. Other highly emotional country results include China (58%), Singapore (55%), and Malaysia (51%), comparing to only 19% of South Korean…

AMC Technology Launches DaVinci App on Genesys AppFoundry

Genesys AppFoundry Partner Offers Seamless Integration Between its DaVinci Platform and Genesys PureCloud AMC Technology, a leading Computer Telephony Integration (CTI) provider, has announced the DaVinci App is now available on Genesys® AppFoundry, the industry’s largest singularly-focused customer experience marketplace. The AppFoundry allows Genesys customers from all market segments to discover and rapidly deploy a broad range of solutions that make it easier to interact with consumers, engage employees and optimize…

Genesys Survey Shows U.S. Consumers Are Warming up to AI: Nearly 70% Describe Past Experiences With Customer Service Bots as Positive

Chatbots Are Also More Polite Than Humans, Say Nearly 40% of Genesys Survey Respondents As organizations increasingly look to artificial intelligence (AI) and machine learning to automate their customer support processes, consumers are coming around to engaging with chatbots. A new U.S. nationwide survey of 800 consumers over the age of 18 finds that more than two-thirds (68%) have positive interactions with customer service bots when they require support. While 21% say they can "almost always" resolve their issue…

Genesys Cloud Flies High with Record Sales and 70% Yoy Annual Revenue Growth

Avaya Displacements Drive 143% Increase in Genesys Cloud Sales Genesys, the global leader in omnichannel customer experience and contact center solutions, reports 70% of new customers selected cloud offerings from Genesys in the first six months of 2019. Fast adoption of the company’s next-generation customer experience platform, Cloud, is the engine driving the rapid growth. Organizations of all sizes around the world including Alberta Motor Association, JPIMedia, Kiwi.com, Lowell Group, Western Governors University…

Genesys Unveils Industry’s First Self-Service, Fully Automated Free Trials for AppFoundry Premium Applications

Single-click app installations enable businesses to accelerate time-to-value of their Genesys Customer Experience Software Genesys, the global leader in omnichannel customer experience and contact center solutions, is making it even easier for businesses to extend the power of PureCloud with the launch of single-click free trials for Premium Applications. Now available on the Genesys AppFoundry, this is the industry's first fully self-service, automated free trial program available on a dedicated customer experience…