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News : Western Sydney University Named CX Achiever Winner at 2024 Genesys Customer Innovation Awards

#contactcenterworld, @Genesys

Denver, CO, USA, May 14, 2024 - Genesys(R), a global cloud provider in AI-powered experience orchestration, announced Western Sydney University (WSU) was named the Customer Experience (CX) Achiever winner in the small-to-medium business and mid-market subcategory during its 19th annual Customer Innovation Awards. WSU received the award for transforming student engagement and empowering its employees to deliver exceptional experiences with the Genesys Cloud™ platform.

WSU established 12 contact centers, leveraging a mix of voice and web chat to communicate with more than 47,000 students. As student numbers skyrocketed, WSU agents received over one million calls each year. The continually increasing influx in volume, coupled with the university’s fragmented contact center infrastructure, forced agents to switch between multiple applications — leading to unanswered calls and low-quality, disconnected experiences.

WSU turned to the Genesys Cloud platform’s AI-powered experience orchestration capabilities to consolidate its communication methods into a single, unified interface and tap into more digital channels to better connect with its students.

"The overwhelmingly positive feedback from our agents highlights the success of this transformation," said Scott Snyder, chief information and digital officer at Western Sydney University. "Staff are praising the Genesys Cloud platform’s reliability, functionality, and ability to deliver faster and clearer responses to students."

Western Sydney University is one of Australia's leading higher learning institutions, ranked in the top 250 universities globally and number one in the world for its social, economic and environmental impact in the Times Higher Education (THE) University Impact Rankings in 2022 and 2023.

Founded in 1989, WSU has grown to become a multicampus institution offering undergraduate, postgraduate and doctoral research degrees. It offers courses in a wide range of areas, including business, education, social sciences and health care.

The CX Achiever award recognizes organizations that use Genesys technology to reimagine customer experiences while giving employees the ability to deliver smarter outcomes with less effort. During its annual Customer Innovation Awards, Genesys recognizes organizations from across the globe for transforming their customer and employee experiences with AI, cloud and digital technologies.

#contactcenterworld, @Genesys

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


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 - Don’t Allow Scapegoats

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

Published: Thursday, May 16, 2024

Printer Friendly Version Printer friendly version

2024 Buyers Guide Omnichannel

 
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.) 
Alvaria

Noble Contact Center
Truly unified omnichannel operations. Your customers have growing expectations about how and when they want to interact with you. The noble contact centre suite helps you seamlessly communicate with your customers, no matter which channel(s) they prefer. Noble helps you optimise agent activity and improve the efficiency of customer interactions with our unified omnichannel solutions. Seamlessly manage communications over a variety of voice and non-voice channels including voice, email, sms text, web chat and social media. Simultaneously manage inbound and outbound communications without having to log in and out of programs. And combine all channels on a single platform to improve contact centre efficiency and profitability.

3.) 
Eckoh

Eckoh Experience Portal
Cloud-based portal that delivers Eckoh's complete Secure Payment and Customer Engagement solutions. Simply take the solutions you need today and add additional ones as you need them. All from one supplier.

4.) 
eGain Corporation

eGain Solve
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.

5.) 
Hodusoft Pvt. Ltd.

Omnichannel Contact Center Software
"HoduCC" is a comprehensive and consolidated contact center software. It guarantees to provide the best call center software that suits best for all types of call centers. Being one of the top Voice over Internet Protocol (VoIP) solutions providers across the globe, HoduSoft ensures that this contact center software offers intelligence, security, and advanced features.

HoduCC has been designed in a way to make sure that user loyalty is built and the customers’ expectations are accomplished. Doesn’t matter what your business size is, HoduCC is most affordable Contact Center Software for small businesses as well.

HoduCC allows customer support teams to provide personal, productive phone...
(read more)

6.) 
Ivonesia Solusi Data

Sociomile
Elevate your service quality and experience a seamless and more personalized customer care solution to get a happier customer journey that transforms into loyalty.

7.) 
Vads

VADS Omnichannel Solutions
Omni Channel is a cross-channel business model and content strategy that companies use to improve their user experience. Omnichannel is an integrated way of thinking about people’s relationships with organisations. Rather than working in parallel, communication channels are designed to cooperate and build a coherent, evolving, cross-channel experience.

Omni Channel supersedes multichannel and includes channels such as physical locations, FAQ webpages, social media, live web chats, mobile applications and telephone communication Companies that use omnichannel contend that a customer values the ability to be in contact with a company through multiple avenues at the same time.


Benefits ...
(read more)

8.) 
Trust Business Partners LLP

Customer Interaction Automation
Delivering Ai -powered process automation and digital engagement tools. Onto existing technology stack as well as part of a total suite of offerings including Omnichannel contact centre. We work through partners who can add services and bespoke solutions.
 

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