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News : Swisscom Accelerates Sustainability and Innovation with Genesys Cloud

#contactcenterworld, @Genesys, @swisscom_media

San Francisco, CA, USA, Apr 24, 2024 — Genesys(R), a global cloud provider in AI-powered experience orchestration, announced that Swisscom AG, a telecommunications provider in Switzerland has accelerated customer and employee experience innovation while furthering its corporate sustainability objectives by evolving to the Genesys Cloud™ platform.

Swisscom is a telecommunications provider in Switzerland, with more than 19,000 employees who offer mobile, internet and TV services, as well as comprehensive IT and digital services. A longtime Genesys on-premises customer, Swisscom set its sights on moving its contact center to the cloud as the next step toward creating experiences that improve customer satisfaction, empower its agents to be more efficient and effective, and support its sustainability initiatives.

"Swisscom believes strongly in people and partnerships," said Dirk Wierzbitzki, head of residential customers at Swisscom. "We seek out premier partners like Genesys that provide the best technological innovations for our customers and employees while also maintaining human empathy. Our objective is to find the perfect balance of human and technology to create the best customer journey."

"Businesses in Switzerland and all over the world are facing increasing pressure to innovate and digitize faster to remain competitive," said David Marcès, country manager Alps region, at Genesys. "We are focused on supporting organizations in accelerating their technological evolutions by enabling them to advance their customer and employee experiences to the cloud using our AI-powered solutions."

As part of its transformation, Swisscom will use Genesys Cloud AI capabilities to empower its human agents by upleveling their range of services and abilities. 

While usage of digital channels continues to grow, voice continues to remain the most popular service method for Swisscom customers. To ensure its voice channel is inclusive of all customers, Swisscom is currently working closely with Genesys to create its own Swiss-German language model to provide more efficient and personalized service.

"Swisscom sought a partner who could deliver on the promise of AI enablement and help them further their sustainability goals," said Olivier Jouve, chief product officer at Genesys. "Genesys is uniquely suited to accelerate Swisscom’s impact through our ability to empower organization with the most innovative and sustainable solutions. With our unparalleled AI powered experience orchestration, we’ll help Swisscom usher in a new future of CX for their customers and agents."

#contactcenterworld, @Genesys, @swisscom_media

Posted by Veronica Silva Cusi, news correspondent

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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About Swisscom:
Company LogoWith revenue of CHF 4.8 billion for the first half of 2006 and a workforce of 16,739 full-time employees, the Swisscom Group is one of Switzerland’s telecoms company. Swisscom is present nationwide, delivering all services and products for mobile, fixed and IP-based voice and data communications.
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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, April 25, 2024

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2024 Buyers Guide SaaS Solutions


CrankWheel Screen Sharing
CrankWheel is an easy and simple screen sharing solution, made for the needs of salespeople and customer service agents.

CrankWheel complements voice calls by adding visuals to ongoing calls. There is no need to get the customer off the phone, onto another platform.

Agents share their screens by directing clients to a link that can be sent via SMS, email or simply spelled out.

The client can enter on any device, mobile, desktop or tablet and enters the session instantly. There is no registration or download required by the client.

- Screen sharing
- Agents can hand control over to the client
- Warm lead capture widget that alerts the sales team instantly of an intere...
(read more)


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