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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 - Losing 1 Customer Costs $$$$

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

Published: Tuesday, June 30, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Inbound Call Handling Services

 
1.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

2.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

3.) 
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.
PH: +1 512-872-7565

4.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)
PH: 07973640527

5.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections
PH: +61 7 5660 6284

6.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

7.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390

8.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk
PH: 0217991445

9.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 

ABOUT US IN 60 seconds!

Latest Americas Newsletter
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