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Verizon Business Strengthens Customer Experiences with Genesys Cloud
Customer experiences are an ever-important focus for businesses today. As customer relationships shift and change during the pandemic, CX has become even more critical. Today’s contact centers rely on digital channels so that remote agents can continue to provide high-quality care regardless of where they are physically located.
Verizon Business (News - Alert) announced it is now using Genesys Cloud for its global customer experience and contact center offerings to continue to push forward a remote-first operation.
The cloud-based Contact Center as a Service offering from Genesys (News - Alert) makes it possible for businesses to deliver a human connection on the channel of choice while maintaining great experiences.
Today’s contact center solutions are being upgraded to include all of the experiences and touchpoints possible - from customer to employee and users experiences - on the phone, chat, text, or social channels. The goal is seamless and quality experiences at all times.
Genesys Cloud is an end-to-end, cloud-based platform and provides remote access using Verizon’s network - making implementation easier and faster.
“Verizon has a long history of delivering successful customer experience solutions with Genesys,” said Sampath Sowmyanarayan, President of Global Enterprise at Verizon Business. “As enterprises look to CX to differentiate themselves, an all-in-one contact center platform that can scale and quickly enable new features across digital channels for agents can transform business outcomes. Genesys Cloud provides an excellent platform to manage a remote workforce with the added benefit of automation, AI, and chatbots delivering a streamlined customer-first user experience.”
The company has been a Genesys Gold Partner for 25 years. Also included as part of the Verizon Business customer experience portfolio is Genesys Engage subscriptions - for a path from on-premises to hybrid cloud and public or private cloud deployments.
“The partnership between Verizon and Genesys is longstanding. By providing access to the next-generation Genesys products, Verizon is providing a bridge to existing Genesys customers on Verizon. At the same time, customers will benefit from next-generation capability. It’s a win-win-win for customers, Genesys and Verizon,” said Mary Wardley, IDC (News - Alert), Program Vice President, Customer Care, and CRM.
Edited by Maurice Nagle