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Diana Syahriyanti
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News : Pluxee Serves Up Transformative Customer Experience (CX) with Cloud Migration Powered by Sabio and Genesys

Pluxee, a global provider in employee benefits and engagement services, has successfully transformed its customer experience (CX) through a strategic partnership with Sabio Group and Genesys.

By migrating to the cloud with the implementation of Genesys Cloud, an omnichannel contact centre solution, Pluxee has achieved improvements in operational efficiency and customer satisfaction.

Formerly known as Sodexo, Pluxee rebranded in June 2023 with a mission to create personalised and sustainable experiences for its users worldwide. However, the company faced the challenge of adapting to an evolving market where customer satisfaction is paramount.

Pluxee recognised the need to modernise its customer service systems to improve efficiency and user experience.

"We needed to modernise, to take a step towards digitalisation in order to adapt to today's employees and customers, as well as to reach out to future generations and current generations who are entering the labour market today," said Carlos Celis, Head of Customer Service & Digital Operations at Pluxee Spain.

"The implementation of Genesys Cloud at Pluxee has transformed not only how we interact with our customers, but also how we support employees. Constant innovation has been crucial to improving both the customer experience and internal operations, reaffirming our focus on excellence at every step," said Nicola Mazzucotelli, VP Sales Italy & Iberia at Genesys.

Pluxee's commitment to continuous improvement and innovation doesn't stop here. The company plans to expand the integration of Genesys Cloud by incorporating advanced features such as Speech Analytics, workforce planning and management, and further process automation. These enhancements will enable Pluxee to deliver even more personalised and efficient services to its customers.

"The collaboration between Sabio and Pluxee to implement Genesys Cloud has demonstrated that putting technology and flexibility at the service of employees not only improves operational efficiency, but also elevates the customer experience to new levels.

"We are proud to have been part of this significant change and look forward to continuing to support Pluxee on its journey towards customer service excellence." said Gabriel Rodriguez, Managing Director of Sabio Group in Iberia.

 


About Sabio:
Company LogoSabio Group is a global digital experience transformation services provider with major operations in the UK (England and Scotland), Spain, France, Netherlands, Denmark, Malaysia, Singapore, South Africa and India. The Group delivers solutions and services that seamlessly combine digital and human interactions to support outstanding customer experiences. Through its own technology, Sabio helps organisations optimise their customer journeys by making better decisions across their multiple contact channels.
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Today's Tip of the Day - Customers Wary Of Fraud Calls

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

Published: Thursday, June 13, 2024

Printer Friendly Version Printer friendly version

2024 Buyers Guide Computer Telephony Integration

 
1.) 
Premium Listing
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.


2.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

3.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

4.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

5.) 
PRILINK

Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.

Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.

Ec2Traffic provides:

- Year-round NTA metadata

- Daily CSV files upload to Customer business applications

- Capture packet to Wireshark for Deep Packet Inspection (DPI)

- detect traffic anomalies

- and more ....

6.) 
The Primas Group

Primas CX
Primas CX is a CTI-based contact center enhancement suite that takes your contact center software to the next level.
It provides a set of tools that every contact center needs, over and above their vendor features.

*Advanced Call Back in Queue & SMS in Queue
*Agent Screen Pop
*Chatbot Automation
*Welcome Back Greeting
*Post Contact Survey
*Dropped Call Reconnect
*Digital Front Door & Many more

As a Vendor Agnostic ISV, we pride ourselves on delivering the best COTS & Custom solutions for any contact center in any industry.


 

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