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News : Avtex Improves Internal and Client Experiences with Genesys Cloud

#contactcenterworld, @avtex, @Genesys

Minneapolis, MN, USA, June 29, 2020 -- To streamline communications with internal teams and clients, Avtex, a customer experience (CX) consulting and technology company, announced it has now moved to the cloud with Genesys(R), a global provider in cloud customer experience and contact center solutions.

By deploying Genesys Cloud™, an all-in-one solution and cloud contact center platform, Avtex now has a unified technology solution across its support teams, resulting in improved visibility and cost controls.

"As a long-time Genesys Gold Partner, we’ve helped many companies transform their contact centers with Genesys Cloud," said Bryce Gibson, Chief Business Officer at Avtex. "In working through our own cloud migration, we’ve gained a first-hand perspective about how to best utilize the robust capabilities of Genesys Cloud. Regardless of where our customers are on their journeys to the cloud, we’re in an even better position to help them to determine the right timing and best approach for their own migration or help them leverage cloud innovations from their on-premises system if that’s a better fit."

Adds Gibson, "we are excited with the initial go-live deploying all the fundamental capabilities of Genesys Cloud, including voice, voice callbacks and emails. Not only did our employees onboard quickly, they are already benefiting from the integration with our existing collaboration toolset, including Microsoft Teams, which has made it even easier for them to work together from a single interface."

The company will also be using its own InteractionSync, available via the Genesys AppFoundry, to integrate Genesys Cloud with Microsoft Dynamics 365. This gives Avtex employees a fuller picture of customers, enabling them to deliver more personalized support. In addition, the company leverages its Power BI Connector for Genesys Cloud to uncover actionable insights and trends and facilitate better employee and customer experiences.

"We’re thrilled to count Avtex among the many organizations around the world that rely on Genesys Cloud to elevate the customer experiences they deliver," said Olivier Jouve, executive vice president and general manager of Genesys Cloud. "It’s a tremendous opportunity to provide a dedicated partner like Avtex with the foundational tools it needs to make Experience as a ServiceSM a reality within its organization. This is a true testament to the trust the company has in our technology to care for their most important asset – their customers."

Gibson adds that future phases of the Genesys Cloud deployment will include SMS, chat and chat bots, which are expected to rollout later this year and will further expand the ability for its clients to communicate across any channel they prefer.

#contactcenterworld, @avtex, @Genesys

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About Avtex:
Company LogoAbout Avtex Our core mission at Avtex is to help our clients optimize their interactions with their customers, employees, partners and prospects through communication and collaboration technologies. As a Microsoft Certified Gold Partner and Interactive Intelligence Platinum Elite Partner, Avtex is the first true integrated interaction solution provider with deep capabilities in portal, collaboration, contact center, CRM, custom application, infrastructure, unified communications and creative design solutions. Avtex has over 1,200 customers across the United States and in six countries with offices in Minneapolis, MN; Milwaukee and Appleton, WI; Des Moines, IA; Omaha, NE, and Cincinnati, OH.
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About Genesys:
Company LogoGenesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.
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Today's Tip of the Day - Workforce Management Strategy

Read today's tip or listen to it on podcast.

Published: Tuesday, June 30, 2020

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2021 Buyers Guide Computer Telephony Integration

 
1.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

3.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

4.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

5.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

6.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.

7.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.

8.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
 

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