For any business, efficient customer service can go a long way to establishing brand presence. With its suite of customer service solutions and contact center software and services, Genesys has been enabling enterprises around the globe to connect to their customers, delivering personalized service to customers and improving the customer experience to build customer loyalty.
The company recently extended its focus on Brazil – a thriving market with strong demands for customer services.
Brazil has one of the world’s largest middle class populations, accounting for a huge portion of telecommunications, paid television, insurance, financial services and luxury goods in the country. The upwardly mobile consumers increasingly demand quality customer service from the companies they work with.
Driven by this heightened consumer spending, Brazil offers strong market opportunities for a company like Genesys.
Genesys also believes these huge market opportunities could be strategic to its growth. Accordingly, the company reported a few important developments in its national growth strategy.
To more accurately meet growing demand for customer service solutions in Brazil, the company has launched Genesys Prime business – a Genesys arm that will operate out of Brazil. The formation of this new business entity builds on Genesys’ recent acquisition of LM Sistemas, a pioneer and innovator of customer self-service solutions in the country.
Under the leadership of Alexandre Birchir, former LM Sistemas CEO, Genesys Prime will deliver a unique full-service offering for self-service. Dimitrius Oliviera, previously the general director at Nokia-Siemens Networks in Brazil, joined the company as the new Country Manager for Brazil.
Olivieria is expected to drive the overall Genesys business in Brazil, responsible for sales, marketing and operations activities.
Genesys Prime combines self-service best practices with innovative service delivery capabilities. Supporting the company’s strategy to deliver service offerings that package best practices, it’s a complete self-service solution delivered in a highly unique services model.
Genesys Prime will initially target customers in the Brazil market, with plans to take its unique offering to new markets worldwide over the long term.
Genesys has expanded its employee presence in Brazil as well – an area which tripled in 2012 alone. As part of its greater focus on increasing presence in Brazil, the company will be appointing more customer support staff to work more closely with local customers.
The company plans to utilize Brazil-based talent to fuel innovation inside the country – as well as to new markets worldwide.
“Our increased investments within Brazil demonstrate our drive and desire to aggressively capitalize on this tremendous opportunity. The new Genesys Prime business will open new doors within this strategic market as we help companies engage today’s savvy Brazilian consumers,” said president and CEO at Genesys, Paul Segre.
Related news reports Genesys 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 (SME).
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