#contactcenterworld, @Genesys
Chicago, IL, USA, Aug. 15, 2023 - Mutare, Inc., an innovator of enterprise solutions for Voice Threat Defense, announced its Voice Traffic Filter is now a premium application on the Genesys AppFoundry™, a marketplace of solutions offering a curated selection of applications and integrations that elevate customer and employee experiences.
"In the U.S., 5.4 billion robocalls are made each month, and vishing attacks are up 550%," notes Chuck French, Mutare's Chief Growth Officer. "These unwanted calls are a detriment to customer experience, call initiation, agent productivity and the contact center's overall performance, so dealing with this growing scourge has become a critical business issue. When real customers are unable to get the help they need and expect because agents are tied up handling no-value spoof, dead air, robocalls or fraud calls, customer satisfaction plummets and the customer experience is degraded. What's more, we're finding that a large percentage of those callers have criminal intent as they see the customer support agent as a convenient gateway to valuable organizational and customer data. Contact centers are looking for their CCaaS provider to help them solve this problem."
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Mutare's application is now available with Genesys Cloud CX™, an all-in-one composable solution that helps organizations offer frictionless and connected customer and employee experiences. As a modern, API- first experience orchestration platform, Genesys Cloud CX enables organizations to coordinate every interaction and touchpoint through a full suite of omnichannel options, built-in employee experience, turnkey AI and end-to-end journey optimization.
"It is our mission to bring an end to the damaging effect of both nuisance and nefarious calls by offering our award-winning Voice Traffic Filter solution to the CCaaS market," said French. "We are absolutely thrilled about what this partnership means for us, Genesys, and the customers we mutually serve."
Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com
About Mutare:
Mutare's unified messaging, smart notification and call center services help increase sales, reduce costs and meet regulatory compliance. Mutare is what unified communications should be – fast, easy and guaranteed.
About Genesys:
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.
Published: Thursday, August 17, 2023
| 2.) |  Branches Combines knowledge management with call support as continue improvement. |
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