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News : HGS Partners with Genesys

#contactcenterworld, @teamhgs, @Genesys

Chicago, IL, USA, Nov. 22, 2022 -- Hinduja Global Solutions (HGS) (listed in BSE & NSE), a  provider of solutions in consumer engagement, digital customer experiences (CX), and business process management (BPM), announced a strategic partnership with Genesys(R), a global cloud provider in customer experience orchestration. Genesys and HGS will combine software-as-a-service solutions with domain contact center expertise to simultaneously improve interactions for customers and the employees who support them.

A common goal of the partnership is for clients to embrace the market's move toward empathic, virtual CX. Using the stable and enterprise-ready platform that Genesys provides, organizations are enabled to deliver artificial intelligence (AI)-powered, personalized experiences leveraging employees from work-at-home, hybrid, or traditional in-center locations.

HGS also chose Genesys for its  digital-first solutions that focus on the agent experience —measuring not only employee satisfaction, but also employee happiness. In addition, HGS believes Genesys has the tools to help facilitate interactions as well as increase the number of interactions supported.

Larry Fleischman, SVP Sales, Global BPO/BPM at HGS, said, "The world is changing, and more and more companies are demanding a work-at-home environment. HGS strives to find partners that have the ability to anticipate those changes, and Genesys is one of those companies. Their tools are already built for a post-COVID world. They're ready, they've been ready, and we're excited to help them bring it to market."

"In today's complex business environment, it's critical for organizations to scale empathy to create loyalty," said Ken Archer, SVP of Emerging Partners and Markets, at Genesys. "Through our end-to-end experience orchestration capabilities and partners like HGS, we're reaching new depths of the market to help more organizations provide unmatched customer and employee experiences."

#contactcenterworld, @teamhgs, @Genesys

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com


About Hinduja Global Solutions Ltd.:
Company LogoHGS is a global provider in consumer engagement, digital CX, and business process management (BPM).
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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 - Making It Easy For Customers To Contact You

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

Published: Thursday, November 24, 2022

Printer Friendly Version Printer friendly version

2024 Buyers Guide Knowledge Management

 
1.) 
168Solution

Contact Center Innovation Channel and Digital Transformation Enabler
Providing Research, Training and Consulting related to Customer Experience Delivery, support Project Management by Unit or Corporate.
Have the ability to conduct research for specific needs.
Having deep knowledge on the Digital Interaction/Contact Center / Omni Channel / CRM various Stakeholder and Emergency Response ecosystem in Indonesia.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

3.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

4.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

5.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

6.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
 

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