News : Genesys Appoints Anana as New African Partner
Jan 31, 2014 -- Anana, a digital customer experience (DCE) company based in the UK, is the fourth partner Genesys has appointed in the region with the objective of expanding the Genesys brand to new markets and industries.
Peter Flanagan, Genesys regional director: Southern & Eastern Africa, says Anana is now a full partner in the region and will leverage its global experience in the digital realm to help local businesses integrate all of the new digital channels that their customers are demanding to be serviced on, into their traditional contact centres, thus enabling a fully integrated and blended multi-channel offering.
Simon Cranswick, the appointed MD of Anana Africa, says the company was looking at expansion into the US market or Africa and given the opportunities in Africa, as well as the growth in the continent’s communications infrastructure, the decision was made to invest in the African market first.
Cranswick, a 20 year Contact Centre veteran, says most enterprises have point interaction strategies in terms of engaging with their customers and very few have the ability to service seamlessly across omni-channels. This is particularly evident with the digital channels such as on-line, social media and mobile applications.
Posted by Veronica Silva Cusi, news correspondent
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Genesys is a provider of customer engagement and contact center solutions. With more than 3,000 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact center and back office, helping companies deliver fast and optimal levels of customer service with a highly personalized cross-channel customer experience. Genesys also prioritizes the flow of work to back office personnel resulting from any customer interaction, internal workflow or business application, optimizing the performance and satisfaction of customer-facing employees across the enterprise.
Published: Friday, January 31, 2014