Dubai, United Arab Emirates, Oct 23, 2017 -- The customer experience technology provider IST has announced that it has expanded its partnership with Genesys, the omnichannel customer experience and contact centre solutions provider with the addition of the PureCloud by Genesys to its solution offering. Designed to help businesses in the Middle East deliver a consistent, seamless and personalised next-generation customer experience,
"We are quite excited IST is now offering PureCloud in the Middle East Market. This cloud customer engagement solution is so powerful and easy to use, and provides businesses a scalable and flexible solution to meet their needs, both today and tomorrow," said Mohamed Afifi, managing director, Middle East, Genesys. "We are proud of the work already done by the IST team with their OmniCloud digital customer engagement offering that was released earlier this year and believe that now, with PureCloud, we are positioned to meet all market needs."
Mohamed Fahmy, chief executive officer, IST, said, "Our Middle Eastern customers have shown a strong appetite for cloud solutions in an effort to lower capital expenditure costs. The scalability and flexibility of PureCloud can help organisations easily expand and shrink their contact centre based on fluctuating business demands."
Fahmy adds that one of the challenges facing many organisations when it comes to cloud contact centre deployments is how to handle the voice traffic.
"With Genesys PureCloud’s Edge, all voice traffic will be handled locally at the customer office, while all contact centre management and decision-making applications are hosted in the cloud. As such, we can offer our customers a proven, feature-rich solution that provides reliable voice traffic over the internet. Most importantly, it integrates all the different customer engagement channels into one solution, ultimately enabling businesses to offer the highest quality customer experience," he said.
#contactcenterworld, @Genesys, @istnetworks
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.
About IST Integration, Service and Technologies (IST) is a system integrator in the Middle East, specializing in unified communications. With broad expertise in contact center applications such as automated voice portal, interaction management, quality management, ASR/TTS and voice biometrics, IST leads the way in implementing innovative technology that reduces operating costs while providing opportunities for its customers to increase revenue. An Advanced Technology Partner of Cisco, IST deployed and supports over 20,000 IVR ports and seats. Uniquely positioned with development facilities in Australia, India and the Middle East, IST provides a technology vision that ensures its customers expand their competitive edge.
Published: Tuesday, October 24, 2017
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