Genesys Cloud Assists Avtex Streamline & Improve Client Experiences

Improved customer service is at the top of the list for many businesses today. Especially with the changing economic and business landscape, it’s important to accommodate the needs of customers and employees from wherever they're located, and on whichever platform they’re using.

In a move to assist customer consulting and technology group Avtex (News - Alert) with their internal and customer communications, the company announced a move to the cloud with the help of Genesys.

The Minneapolis-based business needed a way to improve visibility across communications channels while still maintaining costs. With Genesys (News - Alert) Cloud, it now has an all-in-one solution that can be used by all of its support teams to provide better care to clients.

Genesys Cloud also includes a robust feature set and dynamic views and reports that allows the company to further improve their offerings and better the care they provide to clients by leveraging real-time metrics and acting quickly on their needs.

“As a long-time Genesys Gold Partner, we’ve helped many companies transform their contact centers with Genesys Cloud,” said Bryce Gibson, Chief Business Officer at Avtex. “In working through our own cloud migration, we’ve gained a first-hand perspective about how to best utilize the robust capabilities of Genesys Cloud. Regardless of where our customers are on their journeys to the cloud, we’re in an even better position to help them to determine the right timing and best approach for their own migration or help them leverage cloud innovations from their on-premises system if that’s a better fit.”

“We are excited with the initial go-live deploying all the fundamental capabilities of Genesys Cloud, including voice, voice callbacks and emails. Not only did our employees onboard quickly, they are already benefiting from the integration with our existing collaboration toolset, including Microsoft (News - Alert) Teams, which has made it even easier for them to work together from a single interface,” said Gibbs.

Leveraging its own InteractionSync offering for Genesys Cloud, the company is able to offer employees access to a fully-integrated Genesys Cloud experience from within Dynamics 365 so that they may deliver even more personalized support.

In the near future, the company said it will also use Genesys Cloud to provide SMS, chat and chat bots for clients as additional channels for support.

“We’re thrilled to count Avtex among the many organizations around the world that rely on Genesys Cloud to elevate the customer experiences they deliver,” said Olivier Jouve, executive vice president and general manager of Genesys Cloud. “It’s a tremendous opportunity to provide a dedicated partner like Avtex with the foundational tools it needs to make Experience as a ServiceSM a reality within its organization. This is a true testament to the trust the company has in our technology to care for their most important asset – their customers.”

Last month, Avtex announced it had acquired the assets of Communications Products, Inc. (CPI), an Indiana-based provider of contact center and communication solutions. This agreement included the purchase of the company’s portfolio of Genesys customers. A move that expands Avtex’s technical talent, geographic reach and client base.

Edited by Maurice Nagle