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News : Genesys Acquires nGUVU to Bolster Employee Experience Capabilities and Empower Tomorrow's Workforce with Gamification

#contactcenterworld, @Genesys

San Francisco, CA, USA and Montreal, QC, Canada, March, 2020 -- Genesys(R), the global provider 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 employee engagement and performance.

Now, Genesys customers can take advantage of a modern way to deliver even better employee experiences. Together, the solutions enable businesses to radically improve employee engagement, customer experiences, staff retention and cost savings.

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"Helping organizations elevate ordinary transactions into meaningful connections that reinforce to customers how much they matter is central to our vision, Experience as a ServiceSM. While this is no easy feat, it can be done with a combination of advanced cloud and artificial intelligence (AI) technologies and a highly engaged workforce," said Tony Bates, chief executive officer of Genesys. "That's why we are bringing nGUVU into the Genesys family to help organizations positively influence employee behavior and performance through gamification. Following our recent recognition as a Visionary in the 2020 Gartner Magic Quadrant for Workforce Engagement Management1, this acquisition offers yet another proof-point that Genesys is ready to support the next generation of the world's workforce."

nGUVU Chief Executive Officer Pierre Donaldson said, "This marks a major milestone for nGUVU, and we couldn't be more excited to join the Genesys team. The scalability we gain from Genesys Cloud WEM benefits our existing customers and gives organizations of all sizes across the globe a powerful gamification solution to help their employees become more effective and engaged."

"Increasingly, organizations recognize the importance of the employee in the overall customer experience equation. With the addition of nGUVU's gamification, Genesys is addressing the way progressive employees want to work," said Alan Webber, program vice president of IDC. "As the industry shifts from a workforce optimization approach to focusing on employee experience and engagement, this strategic acquisition reinforces the company's commitment to delivering the next generation of workforce tools powered by the cloud and AI."

#contactcenterworld, @Genesys

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.newswire.ca


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 - Bring Fun To Work

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

Published: Friday, March 6, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

3.) 
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
 

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