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News : Genesys Named a Visionary in the 2021 Gartner Magic Quadrant for Workforce Engagement Management

#contactcenterworld, @zadroagency, @Gartner_inc

Genesys
(R), a global provider in cloud customer experience and contact centre solutions, has been positioned by Gartner, Inc. as a Visionary in the 2021 Workforce Engagement Management (WEM) Magic Quadrant, for its ability to execute and completeness of vision.

"Contact centres are struggling with high employee turnover rates and low performance due to a system of point solutions that make it difficult to manage and improve the agent experience. Our Workforce Engagement Management solution provides a single platform for onboarding, learning and training, performance management, and more," said Olivier Jouve, executive vice president and general manager, Genesys Cloud. "We believe our focus on delivering an all-in-one solution that powers both the customer and employee experience drove our significant movement towards the Leaders quadrant."

Genesys is seeing a surge in adoption of Genesys Cloud and WEM capabilities as organisations adapt to the new workforce paradigm and realise the positive impact that engaged employees have on the customer experience

"Employees are at the heart of customer experience, and they need to feel understood, empowered, and engaged in order to make more meaningful connections with customers," said Merijn te Booij, general manager, Workforce Engagement Management, Genesys. "We actively listen to customers’ feedback and requests, and their input helped us truly focus on the agent experience for the 50+ new WEM capabilities we launched last year."

The company’s focus on offering end-to-end solutions that power both customer and employee experiences is often cited as a primary driver for customer adoption. According to Genesys customer Henry Svendblad, CTO of Company Nurse, "Built-in workforce and quality management set Genesys apart from competitors, which required the use of third-party solutions to deliver this functionality."

#contactcenterworld, @zadroagency, @Gartner_inc


About Zadro Agency:
Company LogoZadro is an integrated communications and marketing agency providing services in strategy, marketing, public relations and design. Zadro have a highly experienced team who will become an extension of your business, supporting you during your marketing and communications journey.
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About Gartner:
Company LogoGartner, Inc. is a research and advisory firm that helps more than 10,000 clients leverage technology to achieve business success. Gartner’s businesses consist of Research, Consulting, Measurement, Events and Executive Programs. Founded in 1979, Gartner has over 3,800 associates, including approximately 1,000 research analysts and consultants, in more than 75 locations worldwide.
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Today's Tip of the Day - Keep Cost In Perspective

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

Published: Monday, May 3, 2021

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2024 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
Pointel

CCaaSSync – Contact Center Disaster Recovery Solution
CCaaSSync is a comprehensive solution to help businesses prepare for unforeseen disasters that may impact their Genesys cloud contact center infrastructure. Our disaster recovery solution ensures that your business remains operational and continues to provide seamless customer service even in the event of catastrophic failure of your primary infrastructure.

Our disaster recovery solution is a cloud-based service that allows you to synchronize your primary Genesys cloud contact center infrastructure with your disaster recovery Genesys cloud contact center infrastructure, allowing you to quickly and easily switch over to the backup infrastructure in the event of a disaster. This ensures tha...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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