Promising leading contact centre technologies up and running in 30 days, Genesys One is coming to market in SA through implementation partner Bytes Connect.
Genesys a leading provider of customer service solutions, has just launched its Genesys One solution, which uniquely packages Genesys’ world class contact centre capabilities with innovative customer service best practices in the form of templates and Best Practice routing strategies, making it easy to deploy a next generation contact centre.
Keith Wilkinson, VP, UK and southeast Africa for Genesys, recently took news of the new solution to customers in South Africa, together with the team from Bytes Connect.
“Right now, we have this really big mission – to save the world from bad customer service.”
He says Africa is seeing an explosion of smart devices, and a new generation entering the workforce – a sophisticated breed of customers wanting to contact on multiple touch points.
Genesys One aims to address this need by integrating these multi-channel capabilities with best in class routing, agent desktop and reporting. With a single software package, contact centres can rapidly install and run a next generation solution designed to meet current and future customer interaction needs.
Bytes Connect Executive Director West Mc Mullin notes that Bytes and Genesys have a long-standing partnership and he is excited about the growth potential for the new solution in Africa.
“Companies are recognising the need to enable multiple interaction touch points, so the time is right for a world class solution that Integrates voice, e-mail, social media and mobile  into the contact centre. The delivery of these interactions through a single desktop interface creates an effective agent tool for delivering efficiency and improved customer service.”
With Genesys One, even smaller contact centres, up to 1 000 seats can benefit from next generation contact centre technologies. Genesys’ patent-pending orchestration technology packages customer service best practices into pre-defined strategies and applications that dramatically reduce the time and cost needed to deploy an advanced contact centre.