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News : Genesys and Limitless Launch New Digital Experience for Consumers

#contactcenterworld, @Genesys, @LimitlessGigCX

San Francisco, CA, USA, Feb. 2, 2021 -- Genesys, a global provider in cloud customer experience and contact center solutions, announced a partnership with Limitless, a provider in Gig Customer Experience (GigCX). Together, the companies are leading a new era of digital customer experiences to create more authentic, human connections between brands and consumers. Genesys and Limitless are helping businesses extend their contact center teams using a gig workforce comprised of brand experts that can provide consumers anywhere in the world with new levels of trusted support. End-customers will benefit from reliable answers to their questions from passionate, experienced users of products and services via their preferred digital channels, such as text and chat.

Customer service issues are so diverse in nature that not all needs can be effectively met through the traditional contact center. In many cases, consumers actually prefer the support and advice that only other users can provide. To meet this need, consumers have long depended on online review systems for education about products and to inform purchase decisions. This trend has only accelerated as consumers increasingly shift to e-commerce from in-person shopping as result of the events of the past year. Unfortunately, recent research suggests that fake reviews are now a far too common reality.

Limitless is filling a gap in the service experience by providing consumers access to trusted brand advocates for authenticated, peer support. Businesses also benefit with a ready-to-go talent pool to help scale their workforce during busy periods.

Under the partnership, Genesys is making a strategic investment in Limitless to support the growth of its platform. 

Commenting on the news:

"Recent events have highlighted two important trends: how customer service can exist outside the walls of the contact center; and the importance of digital platforms, AI, and automation in enabling such remote service to maintain or exceed customer engagement expectations," said Mila D'Antonio, Principal Analyst, Omdia. "The Genesys and Limitless partnership offers businesses a path to transform and scale their customer service, as well as optimize efficiency, customer resolution and workforce planning."

"By partnering with Limitless, we're enabling brands to connect customers with credible, authentic support that has the power to elevate ordinary transactions into more meaningful, lasting relationships," said Olivier Jouve, executive vice president and general manager of Genesys Cloud. "Together, we are helping businesses deliver unique customer experiences driven by AI that ultimately offers digital consumers more value while extending the capabilities of their contact centers."

"Our partnership with Genesys marks an important step forward in our global expansion initiatives," said Roger Beadle, CEO, Limitless. "We're working together to reimagine how brands and people connect in a digital world. By leveraging the combined power of Genesys Cloud and the Limtless Gig CX platforms, we're enabling businesses to deliver new levels of customer service driven by AI and Gig Experts."

#contactcenterworld, @Genesys, @LimitlessGigCX

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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About Limitless Technology:
Company LogoLimitless an innovative Crowd Service™ platform is transforming customer service forever by connecting customers with skilled people who can help them on-demand. Limitless helps organisations turn their most loyal and passionate customers into trusted Brand Ambassadors and rewards them for providing great service on-demand. Limitless builds highly motivated networks of certified Ambassadors that can quickly scale using a combination of gamification, progressive learning and community support. Limitless provide Brand Ambassadors with a cloud based service accessed via an intuitive mobile app that is powered by artificial intelligence. The Brand Ambassador networks Limitless create, provide a more effective alternative to contact centres or standalone automation, by combining the best of people with technology to give customers a better, more authentic experience. For the people who provide great service the platform gives them more freedom and better rewards. For enterprises, it gives them a way to more cost effectively scale their resources to provide faster responses that customers value more.
Company RSS Feed   Company Facebook   Company Twitter   Company LinkedIn   Company Profile Page

Today's Tip of the Day - “Niceness” Alone Doesn’t Create Customer Loyalty

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

Published: Thursday, February 4, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Cloud Contact Center Solutions

Page: 123
1.) 
Premium Listing
NobelBiz Corporation

NobelBiz OMNI+
NobelBiz’s latest product, the OMNI+, is a state-of-the-art contact center software that allows companies – regardless of the number of employees – to offer more efficient, standardized solutions to their clients. With OMNI+ you can manage your accounts on all popular platforms (from voice, to email, social media, and web chat) using a single browser. The software also offers effortless navigation between communication mediums and all customer interactions can be easily monitored by supervisors without interfering in their agent’s work. As far as integration goes, the product can be installed and ready to use in maximum 72 hours and can easily be overlaid in pre-existing infrastructures.
PH: 760.405.0105


2.) 
Accordia Solution

Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.

Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with...
(read more)
PH: +603 5569 9816

3.) 
Amtelco

Genesis Intelligent Series
Genesis is the latest advancement in Amtelco’s long line of call center solutions. This call center technology is entirely software-based and virtualized, with cloud-based capability. Genesis provides skills-based automatic call distribution (ACD), built-in speech recognition, text-to-speech (TTS), and voice services to improve call routing and management.

4.) 
Arise Virtual Solutions

The Arise Platform
Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.

5.) 
Aspect Software

Aspect Via
Aspect Via is the premier large-enterprise cloud contact center platform and solution featuring best-of-breed contact management and workforce optimization applications. Cloud neutral technology enables businesses to choose the cloud, hosted or hybrid deployment environment they prefer.
PH: 1-888-547-2481

6.) 
Astute Solutions

Astute Agent
Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.

Astute Agent balances agent efficiency with customer experience. Here’s how:

- Automated email responses
Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.

- Auto-populated case fields
AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.

- Time-saving case feat...
(read more)

7.) 
Britannic Technologies

INBOX
INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised. Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time. Customer sentiment is also indicated. Use it to measure trends across your business or by a single event so that your agents can easily prioritise responses.
PH: 01483 242526

8.) 
Brook Trout Solutions

CCaaS, SIP Trunking, SD WAN, Interconnectivity
Brook Trout Solutions provides Technology Guide services to help Contact Centers to the best possible solution for their business. This includes:
CCaaS: Talk Desk, Five 9s, Nice, Genesys and more
SIP Trunks: Many Global Providers to lower cost and improve operational efficiency
SD WAN: Connect to customers rapidly with the latest network technology to scale with flexibility.
Our service are at no cost to our customers. We look forward to meeting you!
PH: 800-886-9199

9.) 
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

10.) 
Call Tracking Metrics

CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.

Conditionally direct calls, texts, chats and forms based on:

• Actions the customer has taken on your website
• Whether they’ve previously contacted your business
• Which agent they last interacted with
• Custom criteria unique to your business needs
• The location nearest to your customer

Say...
(read more)
PH: 8005771872

11.) 
CallShaper

CallShaper
Welcome to CallShaper – Harnessing the Power of the Cloud for Greater Sales Efficiency
For sales-based call centers, where margins are so tight, it’s all about closing. Thanks to CallShaper, inbound or outbound call center directors can have a dynamic, highly flexible platform that enables sales agents to focus on making the sale.

Thanks to CallShaper’s flexibility, call center directors who are managing multiple vendors from multiple locations can have everything they need on one platform that offers 99.999% reliability. And when it comes to reporting, CallShaper has no equal in providing real-time transparency.

With CallShaper, clients quickly find that they are better able to manage efficiencies at the sales rep level – and make more money!
PH: 888-276-1370

12.) 
Cloud Call Center Search

From AI - WFO and everything in between!
Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.
PH: 800-741-2998

13.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

14.) 
Connex One

Cloud contact centre technology with built in gamification tools, workforce optimiser, omni-channel, speech analytics, artificial intelligence, quality assurance, PCI-DSS payment platform, form builder and much more features. All seamlessly integrating with almost 100% of your inhouse applications & CRM systems - creating one powerful workflow platform. Increasing productivity, customer engagement, saving you cost. Available in opex model - pay per license per month. No binding contracts with NO cost for 24/7/365 support and full training with built in SLA.
PH: +27 73 485 8072 / +27 61 192 680

15.) 
Consilium Software

Consilium AWS and Amazon Connect Offering
Imagine a cloud-based contact center that can make customer engagement easy, deliver answers, assistance, and resolutions in a very personal manner, and in the context of your customers’ actions. Amazon Connect is a self-service, cloud-based contact center that provides a seamless omnichannel experience through a single unified platform for voice and chat. Contact center agents and managers don’t have to learn multiple tools, because Amazon Connect has the same contact routing, queuing, analytics, and management tools in a single UI across voice, chat, and mobile interface. Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 175 fully...
(read more)
PH: (+61) 406 501 368

16.) 
contactSPACE

contactSPACE
Cloud contact software that makes customer contact pain free, so your team aren’t worrying about complex technology and can focus on what they do best. Take control, and design the perfect agent interface with a drag-n-drop visual editor. Combined with AI, leverage data-driven contact strategies to ensure the right agent is contacting your customers at the right time & on the right channel.
PH: +61288803111

17.) 
Content Guru

𝘀𝘁𝗼𝗿𝗺®
Content Guru makes engagement easy. A global leader in cloud communications solutions, we deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the multi-award-winning 𝘀𝘁𝗼𝗿𝗺® platform.

Europe’s largest Customer Engagement and Experience platform, 𝘀𝘁𝗼𝗿𝗺, brings together intelligent automation, third-party systems integration, and on-demand scalability to enhance all customer communication functions. With true omni-channel engagement capabilities, 𝘀𝘁𝗼𝗿𝗺 gives organisations the power to create consistent and seamless experiences for customers, inspiring loyalty and powering success.

18.) 
Convoso

Convoso is the #1 dialer software for outbound lead gen/sales-related contact centers. Our cloud-based omnichannel solution solves the biggest frustrations call centers have with their dialer, including:

*Caller ID reputation
*Call flagging/blocking
*Low contact rates
*Limited insight into list performance
*Time wasted resetting lead lists
*Dropped calls
*Poor answering machine detection

Customers report dramatic increases in contact rates of up to 300%, delivering more conversions and significantly improved ROI.
PH: 888-456-5454

19.) 
CSX Cloud

CSX Cloud
CSX Cloud provides a full omnichannel cloud-based turn-key customer communications solution as a service based on a monthly subscription with no long term commitments. Our easy to use solution and top-notch customer service makes it an easy choice to get started today.
PH: 18665474764

20.) 
Edify

Edify Huddle
Edify connects businesses with customers and employees with each other. The company’s Business Communications as a Service (BCaaS) platform, Huddle, is the only one that unites unified communications (UC), contact center (CC) and communications platform (API) functionality in a single software solution that lets users move seamlessly among channels within one conversation. Edify removes all the risk of using its cloud-based platform with five free users forever, global availability, real-time redundancy, usage-based pricing and a 100% SLA uptime guarantee.
 
Page: 123

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