Genesys, a provider of customer experience solutions, and Telecom Deutschland GmbH, a provider of cloud based contact center solutions, have revealed the expansion of their strategic relationship to deliver an integrated and more scalable cloud-based contact center solution for small- to medium-sized enterprises (SMEs). The innovation is aimed at favoring SMEs to give them the freedom to manage customer interaction – either through voice, Web, mobile or the social media.
As announced at CallCenterWorld and Genesys G-Force 2012 in Barcelona, the new partnership will advance on Telekom Deutschland’s contact center suite that works on Genesys’ Contact Center platform. This will allow Telekom Deutshland to offer amalgamated solutions as cloud-based or pay per use service starting from the year 2013.
The biggest benefactors of this move are most definitely small and midsize contact centers who require dynamic but economical solutions that sideline the need to invest in expensive hardware or long deployment cycles. Customers adopting the technology will reap from a customized pre-configured innovative contact center solution.
The cloud-based Genesys Contact Center suite will support a variety of communication channels that include voice, traditional letters, fax, text messages, fax, electronic mail, chat, Web and the social media like Facebook, twitter and Google+. This diversity gives company employees the ability to reach a potential customer via a channel that favors them most.
Genesys is a seasoned provider of customer service and contact center software and services. With over 2,000 customers worldwide, it definitely was the right choice for Telekom Deutshland since it is in a position to bring customers, workers and insights together into a channel of choice, which is what today’s business world needs.
“We're excited about this enhanced cooperation with the Genesys premium brand," says Peter Schamel, vice president of Value-Added Solutions, Telekom Deutschland, Germany. He went on to opine that Genesys is the right partner for the deal since it gives the company an opportunity to enhance its portfolio through workable and scalable customer dialog solutions.
Andreas Lendner, vice president ,DACH Region said, "Our integrated solutions enable contact centers to deliver outstanding customer service." It is with no doubt that this strategic partnership between Genesys and Telekom Deutschland will enable small and mid-size companies to benefit from a superior cloud-based contact center software.
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