San Francisco, CA, USA, Jan. 12, 2023 -- Genesys, a global cloud provider in experience orchestration, announced a new partnership with World Wide Technology (WWT), a global technology solutions provider specializing in infrastructure modernization and digital transformation. To help organizations orchestrate experiences built for today's consumer, WWT is building a dedicated Genesys practice to accelerate customer experience transformation and support customers.
In today's complex business market, customer and employee loyalty continues to decline — and profitability is suffering. For organizations to succeed, they must deliver better experiences with less. This requires organizations to deliver people-centric experiences, ensuring customers are known, understood and cared for across all engagements while enabling their employees with fit-for-purpose tools and resources to support every interaction.
This new agreement builds upon a long-standing collaboration between Genesys and WWT to help companies thrive in the digital world, simplifying and streamlining adoption of cloud-native customer experience solutions.
"As a company that prides itself on being a 'trusted advisor' to our customers, we continually focus on identifying market-leading vendors and technologies that can add value to our solution offerings. Genesys thought leadership and completeness of vision make them a driving force in CX strategy. With Genesys, we will be able to create personalized and powerful customer-centric experiences, unifying all interactions across the customer journey - from web commerce transactions to customer service engagement. As a result, WWT is excited to partner with Genesys and add them to our ecosystem of Contact Center partners," said Simon Kruger, Contact Center Practice Manager at World Wide Technology.
"Genesys is a cornerstone for us in helping our customers deliver the best Total Experiences for their customers. As companies progress their digital transformation, the industry has quickly moved from focusing on just omni-channel interactions to demanding orchestrated digital insights. Today, businesses need total visibility of customers at every touchpoint, and Genesys with its capabilities like journey management are critical to providing real-time digital understanding. The contextual intelligence that Genesys is bringing to our largest customers across all digital points of customer interaction is empowering these organizations to intentionally take action from the virtual contact center to personalized in-person and in-home experiences," said Marlan K Hardie, Area Vice President and Chief Digital Officer of the Global Service Provider business at World Wide Technology.
"Delivering better business outcomes begins with technology that helps organizations quickly and smoothly adapt to customer needs and expectations. Our long-standing relationship with WWT is based on a shared belief in the power of customer and employee experience transformation. This new partnership represents our commitment to helping organizations access end-to-end technology solutions that enable true intimacy at scale to foster customer trust and loyalty," said Amy Slater, Vice President of America's Partner and Alliances Ecosystem Sales at Genesys.
Posted by Veronica Silva Cusi, news correspondent
Genesys® 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.
Published: Friday, January 13, 2023
VoiSentry is a voice biometric engine for speaker verification / identification. It is delivered as a virtual instance to be controlled by an application via APIs and can be deployed in whatever is the most appropriate environment i.e. public cloud, private cloud or on-premise. It is generally deployed as a white-label or OEM product, whereby Aculab’s partner integrates it into their own solution/platform and offers it as an integral part of their service. Unless they go public with it, none of their clients would even know that it was Aculab’s VoiSentry engine under the hood. As with any biometric speaker verification system, VoiSentry is language and dialect independent.
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.
|4.)||Call Tracking Metrics|
Execute automated actions based on words spoken by your customer.
Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.
Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.
Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.
Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.
Menus are eliminated altogether and contact centres can use a single inbound telephone number.
SmartSpeech – The Best In Class Speech Analytics Software
An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.
- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.
Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.
- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.
- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.
- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.
- Long term recording storage for historical analysis
All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...