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News : ENGIE Improves Customer Experience with Genesys Cloud

#contactcenterworld, @Genesys

San Francisco, CA, USA, March 10, 2020 -- To deliver the efficient, tailored experience its customers need, ENGIE a provider in low carbon energy and services, replaced multiple legacy, on-premises technologies with the single, all-in-one solution from Genesys(R), a global provider in cloud customer experience and contact center solutions.

"Our priority is to deliver excellent service as we help our customers reduce consumption with smart, energy-efficient equipment, powered using carbon-free energy. Saving energy and time for our clients is a constant motivation since it is a prerequisite for customer satisfaction. It requires rapid innovations that are easy to adopt, which wasn't possible with our previous contact center solutions," said Louis Lescoeur, head of Workflow Management for France B2C Customer Experience, ENGIE. "We chose Genesys Cloud because it offers the robust native functionalities, proven stability and continuous release of new features that we need to constantly improve our customers' experiences."

"Despite the challenge of migrating multiple contact centers managed directly by ENGIE or outsourcers – each with their own telephony solutions – our deployment was smooth, on-time and on-budget. Genesys Cloud's intuitive interface also helped our users onboard quickly," said Lescoeur.

Genesys Cloud has also enabled ENGIE to use a unified technology solution across both its internal and contracted support teams, resulting in improved visibility and cost controls. "With our prior system and processes, we couldn't see that nearly 10% of our inbound calls were subject to transfer," explained Lescoeur. "With Genesys Cloud, we have merged all outsourcers into the same queues, enabling us to prioritize the most valuable calls. This means our customers are connected faster to the next available agent across all of our outsourcers, helping to cut average waiting time in half. In addition, we have reduced the number of abandoned calls by a third while improving the overall experience."

Looking ahead, ENGIE is also interested in leveraging interactive voice response bots and self-service options to make basic transactional tasks more efficient for both agents and customers.

"We are proud Genesys Cloud is one of the key technologies ENGIE is using to provide an exceptional experience to its customers," said Olivier Jouve, executive vice president and general manager, Genesys Cloud. "We are honored to support ENGIE in this effort to help its customers reduce their carbon footprint – an important cause that impacts all of us."

#contactcenterworld, @Genesys

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


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 - Have Some Fun

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

Published: Thursday, March 12, 2020

Printer Friendly Version Printer friendly version

2023 Buyers Guide Automation

 
1.) 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.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

4.) 
Cognigy

Cognigy is a global leader in Conversational AI Automation. Its platform, Cognigy.AI, enables enterprises to automate customer and employee communications using intelligent voice and chatbots

5.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

6.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

7.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

8.) 
OpsTel Services

SPEED & PLUS
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 Perfor...
(read more)
 

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