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News : Genesys Introduces Experience as a Service Enabling Organizations to Deliver True Personalization

#contactcenterworld, @Genesys

San Francisco, CA, USA, Jan. 14, 2020 -- Genesys, a global provider in omnichannel customer experience and contact center solutions, announces it is changing the name of its flagship software as a service (SaaS) offering, PureCloud(R), to Genesys Cloud™. This shift reflects the evolution of the company and marks the launch of Experience as a ServiceSM powered by Genesys Cloud, which enables organizations to achieve true personalization at scale. Genesys Cloud, an all-in-one solution and a public cloud contact center platform, helps organizations provide better experiences to their customers and employees.

"Through Genesys Cloud, we're delivering Experience as a Service to make it easier for organizations to foster customer trust and loyalty. This starts by helping them know their customers as individuals, not profiles or segments, and leading with empathy throughout every connected moment," said Tony Bates, chief executive officer of Genesys. "When businesses can provide distinctive experiences tailored for each customer, they're achieving the level of personalization today's consumers are looking for – and that's what we enable with Genesys Cloud."

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"As the fastest growing digital bank in Brazil, we chose Genesys Cloud because we needed a cloud-based omnichannel customer experience platform that could keep up with our accelerated growth strategy," said João Marcus dos Santos, customer care IT leader of Banco Inter. "Genesys Cloud allows us to use a single solution to engage with our customers on every channel and provides the flexibility we need for our company's rapid evolution, enabling us to add innovative and disruptive solutions quickly."

"After a nearly 30-year legacy of providing leading on-premises contact center solutions, Genesys has successfully pivoted to the cloud – a feat many premises providers have tried but few have succeeded in making," said Sheila McGee-Smith, president, McGee-Smith Analytics. "Genesys Cloud gives businesses the best of both worlds: one of the industry's most powerful cloud platforms enabling rapid innovation and scalability, coupled with the knowledge and expertise of an industry pioneer. This winning combination enables even the most complex organizations to provide a differentiated experience to each customer, every time."

#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 - Do Your Agents Have All The Right Tools?

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

Published: Thursday, January 16, 2020

Printer Friendly Version Printer friendly version

2020 Buyers Guide Speech Technology

 
1.) 
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

2.) 
Daisee

Daisee
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-...
(read more)
PH: +61404697151

3.) 
Eckoh

EckohASSIST
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.
PH: 01442 458300

4.) 
MattsenKumar LLC

SmartSpeech
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.
PH: +91 99026 10044

5.) 
Voci Technologies Incorporated

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
PH: 412-621-9310

6.) 
Voxjar

Voxjar
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...
(read more)
 
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