CSM Magazine

DECEMBER 12, 2023

In a recently published case study, the Genesys Cloud project with ENGIE was delivered two months ahead of the 12-month timeframe, exemplifying Sabio’s expertise in delivering rapid Genesys Cloud deployments. As well as over 4,600 agents, the migration covered the handling of 150 million annual voice minutes.

Abandon rate 52

Abandon rate Interactive Voice Response APIs Self service 52

JustCall

APRIL 3, 2024

Genesys Cloud CX: Enterprise contact center platform with sophisticated dialing modes and customizable campaign strategies. Discover why many SMBs are embracing cloud-based phone systems like JustCall. PhoneBurner PhoneBurner is a cloud-based auto dialer designed to boost your sales team.

Sales 52

Sales CRM Scripts APIs 52

CSM Magazine

DECEMBER 8, 2015

Genesys, provider of omnichannel customer experience and contact centre solutions, has announced that it has been accepted as a supplier for the UK Government’s latest G-Cloud framework, G-Cloud 7. G-Cloud is the pre-approved list of suppliers offering cloud and digital services via an online portal.

Government 40

Government Self service Surveys Sales 40

Revation Systems

FEBRUARY 21, 2024

Larsen’s team did not consider their legacy VoIP system, Genesys Cloud, to be resilient enough. The Need to Make a Change Larsen explained, Genesys Cloud presented “constant reliability issues where the whole system would go down.” It “left gaps in efficiency,” According to Larsen.

Healthcare 62

Healthcare voip Technology Sales 62

Fonolo

JANUARY 12, 2021

Genesys Virtual Hold Competitor. Genesys Virtual Queuing. Genesys virtual queuing is called Virtual Queuing, one of the original competitors to VHT’s Virtual Hold product. So competitive that VHT sued them , and then Genesys sued them back; it was a whole thing. NICE’s Virtual Hold Technology competitor.

Automatic Callback 137

Automatic Callback Cloud contact Contact Center Interactive Voice Response 137

aircall

JANUARY 25, 2023

Choosing a cloud-based call center solution for your business is a time-consuming process. That’s why we’ve taken the time to sift through all the Genesys alternatives for you. What Is Genesys? Genesys is a cloud-based contact center as a service (CCaaS) solution. Why Should You Look for a Genesys Alternative?

Interactive Voice Response 62

Interactive Voice Response call center solutions Analytics APIs 62

CSM Magazine

JULY 13, 2023

“The digital transformation of our business – initially through the migration to Genesys Cloud – provides us with lots of potential for growth and will strengthen our abilities to provide our customers with the best possible experiences when interacting with Aramisauto.”

Chatbots 52

Chatbots Service level Technology Customer Experience 52

Fonolo

JANUARY 26, 2021

VHT Sues Genesys for Infringing on its Virtual Queuing Technology. One major player, Genesys, flew a little bit close to the sun and created a system that was remarkably similar to VHT’s virtual queuing solution. Not prepared to back down, Genesys quickly counter-sued. Fonolo Creates Cloud-Based Call-Back Solution.

Technology 108

Technology Call Center Enterprise call center solutions 108

CSM Magazine

JANUARY 17, 2024

With that, I think you’ll see a lot of Proof-of-Concept projects that very quickly become real, tangible propositions which are then baked into broader CX strategies, for example within the likes of a Salesforce or Genesys-based contact centre infrastructure. Another way to look at it is this.

Cloud contact 52

Cloud contact Analytics Chatbots Contact Center 52

Balto

JUNE 8, 2022

AI-powered conversation excellence platform combines with Genesys customer experience platform to give customers the ability to seamlessly scale perfect contact center conversations. Balto makes it easy for Genesys customers to scale excellent conversations across their entire contact center.

Contact Center 52

Contact Center Coaching APIs Cloud contact 52

CSM Magazine

FEBRUARY 14, 2023

Appello Careline, an award-winning 24-hour careline services provider, has selected Sabio Group for its migration to a new cloud contact centre platform. “We are delighted to add Appello Careline to our list of managed service and network service clients, as well as supporting them in their migration to Genesys Cloud.”

Cloud contact 52

Cloud contact CRM Technology Customer Experience 52

Calabrio

AUGUST 7, 2020

Whether long-term partnerships like Cisco or Avaya , or newer collaborations with Amazon Connect , Twilio or UJET , we deliver value to customers by making the connection between their on-prem or cloud contact center to our leading workforce engagement management platform.

Cloud contact 105

Cloud contact Contact Center Management 105

Jon Arnold

FEBRUARY 22, 2023

Barbara Steel from EY - new study on AI and workforce management; AI in the contact center session, with IntelePeer, Quantanite and Twilio (photo: Nadia Ciaravino); Chris Fine moderating quiet quitting session, with Mission Cloud, Premier Virtual, Focus Global Talent, Instawork.

Employee engagement 130

Employee engagement Contact Center Time management Management 130

CSM Magazine

NOVEMBER 15, 2022

The pest control leader is implementing Genesys Cloud CX — an all-in-one Cloud, contact centre and experience solution — as its contact centre platform as part of an ambitious unified communications project. ” While voice remains its main channel, Genesys Cloud CX provides omnichannel support. .

Cloud contact 52

Cloud contact Chatbots Self service CRM 52

Fonolo

NOVEMBER 1, 2017

The 2017 edition of the Magic Quadrant report for cloud-based contact centers was released by Gartner last week. Compared to other enterprise software, the transition to cloud has been a difficult road for the call center. Also missing this year is Interactive Intelligence, but that’s because of their acquisition by Genesys. (A

Call Center 138

Call Center Abandon rate Contact Center Enterprise 138

CSM Magazine

JANUARY 13, 2023

Sabio – the digital customer experience (CX) transformation company – will integrate the specialist Genesys business of Sopra Steria. Sabio Group has expanded into the European Nordics region following a ‘transfer of business’ agreement with a major European IT consultancy. ” About Sabio Group.

Consulting 52

Consulting Consulting Technology Management 52

Fonolo

FEBRUARY 14, 2023

Fonolo offers feature-rich cloud-based call-back solutions that can be customized to suit your business operations, making it a powerful automation tool. Twilio Flex is cloud-based, customizable, and highly scalable for your business. Automation tools can help you do this, while minimizing the risk of human error.

Call Center 142

Call Center Interactive Voice Response call center software CRM 142

CSM Magazine

MAY 28, 2021

New premium selection allows Genesys customers to implement PCI Pal’s secure payment solutions at optimum pace. PCI Pal – the global cloud provider of secure payment solutions for business communications – has announced its secure payment solutions are now available as a premium Client Application on Genesys AppFoundry.

Government 52

Government SaaS Marketing Customer Experience 52

ChurnZero

JULY 27, 2021

A sister program to the SaaS Awards, The Cloud Awards ( [link] ), will soon accept submissions for a new 2021-22 program, continuing its recognition of excellence in cloud computing, with an October deadline. . The SaaS Awards is a sister program to the Cloud Awards, which was founded in 2011. Genesys (Genesys Cloud).

SaaS 98

SaaS CRM Enterprise Technology 98

CSM Magazine

MARCH 13, 2024

Implementing Sabio’s proprietary Salesforce Service Cloud Accelerator and Salesforce Service Cloud, Sweaty Betty realised game-changing operational efficiencies and customer satisfaction levels that exceeded all expectations. Fiona Lind, Digital Project Manager at Sweaty Betty, explained the transformational impact.

Customer Experience 52

Customer Experience Self service Customer Care Chatbots 52

Fonolo

NOVEMBER 21, 2017

The ongoing “cloud-ification” was one of the main driving forces. (We Genesys Acquires InIn. The purchase of Interactive Intelligence by Genesys for $1.4 It was clear that InIn’s new cloud platform “PureCloud” drove Genesys to the table. It’s been a very busy year for acquisitions in the contact center space.

Contact Center 129

Contact Center Abandon rate Call Center Technology 129

CSM Magazine

MAY 3, 2023

“This appointment provides a focal point for our in-country and in-region presence, enhancing our capabilities – particularly in Genesys cloud migration – and strengthening our skillsets, language and market knowledge to serve both new and current customers.

Consulting 52

Consulting Consulting CRM Analytics 52

CSM Magazine

AUGUST 30, 2022

The good news is that with increased deployment of cloud-based digital telephony and continuous innovations within the channel, it’s now possible to track, measure and support all aspects of the voice call – from initial answer through to wrap-up and beyond. About the Author.

CRM 98

CRM Average Handle Time Consulting Consulting 98

CSM Magazine

SEPTEMBER 28, 2023

The multi-year agreement sees Sabio taking over the maintenance and support of Marsh’s Genesys Cloud customer service infrastructure. The partnership with Sabio, the digital customer experience (CX) transformation specialist, marks a significant milestone for Marsh Finance, which this year celebrates its 50th anniversary.

Finance 59

Finance Customer Experience Best practices Consulting 59

Call Journey

DECEMBER 17, 2019

Armed with an exciting and jam-packed roadmap for 2020, Call Journey, thought leader in Conversation Analytics space and a Genesys’ global speech analytics partner, is set to participate in the upcoming Genesys Global Kickoff, happening in January, 2020 at the Gaylord Palms Resorts and Convention Center in Orlando. About Genesys.

contact center solutions 75

contact center solutions Analytics Sales Contact Center 75

JustCall

NOVEMBER 25, 2022

Talkdesk NICE CXone Salesken CallMiner Eureka Genesys Cloud CX Avaya OneCloud CCaaS Observe.AI Talkdesk® is the global cloud contact center market leader for customer-focused businesses. Genesys Cloud CX. Genesys Cloud CX makes customer relationships simple. NICE CXone. Connect with Customers.

Analytics 52

Analytics Cloud contact Coaching Telecommunications 52

Call Journey

JULY 13, 2020

Call Journey proudly announces its participation at the Genesys’ Virtual G-Summit ANZ 2020 to help more organisations significantly improve business performance in the new business-as-(un)usual. Call Journey is Genesys’ global conversation analytics partner. About Genesys.

Analytics 74

Analytics contact center solutions Contact Center Marketing 74

Zappix

JANUARY 12, 2022

This blog explains how Genesys Cloud CX and the power of the Zappix Visual IVR solution make the entire customer experience fluid and seamless. In a recent episode of “Customer Experience Insights,” Lisa Goodson, Retail Industry Executive at Genesys, and Bob Barrows.

Interactive Voice Response 52

Interactive Voice Response Customer Experience 52

ConvergeOne

OCTOBER 11, 2022

ConvergeOne works with Genesys to provide our customers with Genesys AI to help offer the right knowledge at the right moment. Genesys AI also offers agents the context of the discussion and the right information so the agent can provide answers or resolve the patient’s situation.

Healthcare 79

Healthcare Gamification Contact Center Self service 79

teleopti

OCTOBER 9, 2018

Teleopti WFM Cloud’s fully automated forecasting and scheduling capabilities combine with Genesys Customer Experience Platform to streamline customer service operations, engage agents and drive profitability

Management 48

Management Customer Experience Customer Service 48

Tethr

NOVEMBER 15, 2021

Genesys to take advantage of scalable AI-powered personalization. A leader in contact center operations, this forward-thinking organization provides cloud contact center services to enterprise customers with an eye towards a seamless customer experience. Look no further than Genesys. Five9 for agile multi-channel communication.

Contact Center 98

Contact Center Analytics Marketing First call resolution 98

CSM Magazine

JULY 12, 2023

Sabio will guide the firm’s transformation to a new cloud-based customer service platform on Genesys Cloud CX, providing a flexible, scalable, unified CX platform. This platform has been specially developed and selected by Davies, with the customer at the forefront of the solution. .

Self service 52

Self service Technology Customer Experience Marketing 52

OrecX

APRIL 7, 2021

Technical considerations for this type of audio capture solution provider include: Telephony Platform - Must offer open-API support of any platform, such as Avaya, Cisco, Genesys, Metaswitch, Asterisk, Microsoft Teams, Mitel, Nextiva and any others. Architecture - Must be easily and rapidly deployable in cloud, premise or hybrid environments.

APIs 119

APIs Technology Customer Service 119

Fonolo

FEBRUARY 27, 2018

Today’s cloud-based call centers are increasingly built on top of platforms created by Amazon and Twilio. That includes newcomers like TalkDesk and Serenova, legacy vendors like Avaya and Genesys and companies from adjacent sectors expanding into call center like ZenDesk. After all, the cloud trend was already established back then.

Call Center 99

Call Center APIs Contact Center SaaS 99

Fonolo

OCTOBER 4, 2017

In July, they introduced Customer Engagement Cloud. This is especially significant when you consider that other cloud-based call centers use Amazon’s AWS as their infrastructure: InIn/Genesys, Talkdesk, InContact and even Avaya. (If Oracle is entering the game with “ Customer Engagement Cloud ”. Mitel bought Shoretel.

Marketing 173

Marketing Call Center APIs Benchmark 173

Fonolo

JANUARY 16, 2018

Last week I wrote about the cloud-based call center gang. Meanwhile, they are all worried about the threat “from below”, i.e. newer cloud-based competitors that started by focussing on small business, but are moving steadily up-market. According to DMG cloud-based contact centers accounted for only 11.4% Genesys Swipes at Avaya.

Call Center 67

Call Center Contact Center Airlines APIs 67

AWS Machine Learning

MARCH 29, 2024

Amazon Lex integrates with state-of-the-art contact centers including Amazon Connect, Genesys Cloud , and Amazon Chime SDK to facilitate a seamless omnichannel experience. The integration of Amazon Lex with Talkdesk cloud contact center is inspired by WaFd Bank (WaFd)’s digital innovation journey to enhance customer experience.

Cloud contact 94

Cloud contact Chatbots Contact Center APIs 94