CSM Magazine

FEBRUARY 2, 2024

Powered by Genesys Cloud and supported by Sabio, Benenden’s solution equips them with next-generation capabilities to connect with members across digital channels and deliver a more personalised, efficient service. To adapt to changing member needs, Benenden sought to upgrade its customer contact infrastructure.

Healthcare 52

Healthcare Chatbots Self service Technology 52

CSM Magazine

SEPTEMBER 8, 2023

Hugely exciting news concerning the closer integration between Genesys and Salesforce; a move that automatically strengthens Sabio’s position as Europe’s leading Digital Experience Transformation Services partner. In line with that, we’ve been strengthening our expertise in Genesys and Salesforce technologies.

CRM 52

CRM Enterprise Consulting Consulting 52

CSM Magazine

SEPTEMBER 18, 2023

This week saw a hallmark day for the customer experience (CX) community as Sabio Group’s HQ in London played host to its dedicated Genesys Cloud CX session. A particularly captivating segment was the discussion around how integrations can bolster the contact centre. I am new to Genesys, and so found this session very helpful.”

Customer Experience 59

Customer Experience Construction Best practices Technology 59

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

Calabrio

AUGUST 7, 2020

With these goals in mind, today we’re announcing a new partnership with Genesys®, centered around the Genesys Engage solution. You can learn more about the partnership in the official Genesys release. We’ll unveil more details about the integration from our side in the coming months.

Cloud contact 105

Cloud contact Contact Center Management 105

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

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

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

CSM Magazine

FEBRUARY 14, 2023

In a multi-year agreement, Sabio – the digital customer experience (CX) transformation specialist – has helped deliver Appello’s move to Genesys Cloud and will continue to be the delivery and support partner.

Cloud contact 52

Cloud contact CRM Technology Customer Experience 52

Tethr

NOVEMBER 15, 2021

Genesys to take advantage of scalable AI-powered personalization. Look no further than Genesys. With a smooth interface and a scalable model with solutions for any size operation, Genesys is a robust platform for any user. The best contact center reporting and analytics tools. Five9 for agile multi-channel communication.

Contact Center 98

Contact Center Analytics Marketing First call resolution 98

CSM Magazine

SEPTEMBER 30, 2022

Virgin Atlantic’s contact centre as a service (CCaS) technology partner Genesys coordinated the integration of the payment security solution. PCI Pal has been a Genesys AppFoundry partner for three years and supports the firm in delivering secure payment solutions to its enterprise customers across the world.

Airlines 52

Airlines Enterprise Technology Customer Experience 52

CSM Magazine

JANUARY 16, 2024

Since then, he has held several key roles within the Sabio Group, most recently where he was instrumental in strengthening relations with strategic partners such as Avaya, Genesys, Verint and Twilio. ” Gabriel said: “I am honoured to take on this new role at such an exciting time for Sabio and the wider CX industry in general.

Management 52

Management Consulting Consulting Marketing 52

CSM Magazine

MARCH 13, 2024

In a recently published case study , and with Sabio’s help, Sweaty Betty launched an integrated omni-channel customer relationship management (CRM) platform that provided agents with 360-degree customer views leading to a 66% decrease in first response times. “The live chat wasn’t an afterthought.

Customer Experience 52

Customer Experience Self service Customer Care Chatbots 52

CSM Magazine

APRIL 22, 2024

As Laura Stevens, CCaaS & CRM Product Manager at Awaze, pointed out, their company is still in the early stages of integrating AI across different platforms and services. Conversational agents are expected to become more prevalent, enabling fully digital twin journeys that seamlessly integrate with human support when needed.

outsourcing 52

outsourcing Engineering CRM Technology 52

OrecX

APRIL 7, 2021

Consolidation of these disparate businesses then typically necessitates integration of many different technical environments, spanning the various locations, facilities and platforms. Many of today’s larger companies grow through acquisition and merger. Database Support - Must support both Windows and Linux CentOS operating systems.

APIs 119

APIs Technology Customer Service 119

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

Fonolo

FEBRUARY 14, 2023

CRM integration The more background information an agent has on a customer, the more effective their support will be. They serve over 2,500 enterprise, mid-market, and SMB customers around the world, and offer integrations with different CRMs. This software also has AI driven capabilities, making it a powerful automation tool.

Call Center 142

Call Center Interactive Voice Response call center software CRM 142

CSM Magazine

AUGUST 30, 2022

But unless brands fully integrate voice into customer journeys, it’s hard to claim that they provide a fully joined-up customer experience. That’s a very simple form of integration which has been around for decades although still not widely deployed.

CRM 98

CRM Average Handle Time Consulting Consulting 98

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. . ” About Sabio Group.

Cloud contact 52

Cloud contact Chatbots Self service CRM 52

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

JustCall

NOVEMBER 25, 2022

Such software for contact centers sometimes comes with a preloaded function for speech analytics, or it can be integrated with it. Talkdesk NICE CXone Salesken CallMiner Eureka Genesys Cloud CX Avaya OneCloud CCaaS Observe.AI Genesys Cloud CX. Genesys Cloud CX makes customer relationships simple. Connect with Customers.

Analytics 52

Analytics Cloud contact Coaching Telecommunications 52

Livepro

MARCH 13, 2018

livepro Customer Experience Knowledge Management combines with Genesys Customer Experience Platform to increase customer delight, staff engagement, compliance, insights and sales — all while reducing costs. To learn more about the specific features and benefits of livepro, visit livepro’s listing on the Genesys PureCloud AppFoundry.

Contact Center 75

Contact Center Sales Marketing Management 75

Call Journey

JULY 25, 2019

nGUVU integrates Conversation Analytics with advanced gamification technology to drive employee engagement, intrinsic motivation, and performance. The partnership is also great news to customers of Genesys, the world leader in omni-channel solutions and QPC, the leading innovator of contact center solutions. About Genesys.

Gamification 72

Gamification Technology Employee engagement Engineering 72

Natalie Petouhof

AUGUST 15, 2022

It’s the first step to integrating feedback and insight into customer and employee experiences. There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper.

Customer Experience 52

Customer Experience Analytics Big data Surveys 52

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

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

CSM Magazine

NOVEMBER 25, 2021

Chill Insurance also required a solution that would easily integrate with its existing communications Genesys PureConnect platform, managed by contact centre specialist Wren Data, and which would make the payment process seamless for customers.

Metrics 52

Metrics Feedback Sales Management 52

Call Journey

JULY 22, 2019

From back-to-back conferences and events in the United States, Call Journey, the innovator in Conversation Analytics, heads back home to Australia to attend the Genesys G-Summit which will be held at the Grand Hyatt Melbourne on July 30-31, 2019. I look forward to Genesys G-Summit Melbourne every year. About Genesys.

Analytics 65

Analytics Engineering contact center solutions Enterprise 65

AWS Machine Learning

MARCH 4, 2024

Customers such as ADP, Broadridge, Cloudera, Dana-Farber Cancer Institute, Genesys, Genomics England, GoDaddy, Intuit, M1 Finance, Perplexity AI, Proto Hologram, Rocket Companies and more are using Anthropic’s Claude models on Amazon Bedrock to drive innovation in generative AI and to build transformative customer experiences.

Benchmark 136

Benchmark Finance Engineering Enterprise 136

Monet Software

DECEMBER 13, 2018

Monet Software’s Cloud Scheduling and Forecasting Solution combines with the Genesys Customer Experience Platform to optimize contact center resources and improve agent and customer experiences. Monet WFM now integrates with the Genesys PureCloud® platform, the industry’s leading cloud customer engagement solution.

Management 48

Management contact center solutions Morale Contact Center 48

Balto

AUGUST 25, 2022

Not to mention, having all these applications running concurrently also translates to tens of hours of integration and benchmarking time for IT teams, who have to make sure the systems all play nice with one another and don’t “brick” computers by overextending processing resources. App-Free, Hands-Off Integration.

Contact Center 52

Contact Center CRM Benchmark Banking 52

Waterfield Technologies

MAY 12, 2020

A JumpStart environment offers an efficient and cost-effective alternative to self-deployment and streamlines the development and integration process helping providers get their applications to market faster. The post Waterfield Technologies Launches Jumpstart Services for Genesys PureEngage appeared first on Waterfield Technologies.

Technology 52

Technology Marketing contact center solutions Contact Center 52

JustCall

JANUARY 5, 2023

Speech analytics solutions are either integrated into contact center software or provided as a preloaded feature. Tethr provides an application programming interface (API) that allows businesses to integrate the platform with a variety of third-party solutions. Significance of Speech Analytics.

Analytics 52

Analytics Coaching Call Center APIs 52

JustCall

MARCH 9, 2023

Genesys Cloud CX Genesys Cloud CX Genesys’ cloud contact center software is ideal for businesses seeking to foster long-term customer relationships. Can I integrate CRM with call center software? Yes, it is possible to integrate your contact center software with a CRM solution.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

Connect

DECEMBER 11, 2023

A primary advantage of integrating AI into the contact centre is the ability to automate repetitive, low-value tasks and mundane activities that traditionally consume a significant portion of an agent’s time. As such, rather than replace contact centre agents, AI is poised to enhance their capabilities and redefine their roles.

Technology 93

Technology Average Handle Time Cloud contact First call resolution 93

Call Journey

OCTOBER 20, 2018

Call Journey, a global speech analytics partner of Genesys demonstrated its voice processing solution Emotive Voice Streams (EVS) at CX18, the industry’s premier customer experience event. As an AppFoundry partner, Call Journey showcased its integrated Conversation Analytics solution and participated in the “Demo Battle”.

Analytics 40

Analytics Engineering contact center solutions Employee engagement 40

Call Journey

OCTOBER 20, 2018

Call Journey and Genesys partner up to transform customer experience with conversation analytics. A new partnership between Call Journey and Genesys is set to revolutionise the way businesses gather and assess insights from call recordings. This will enable customers of Genesys to harness powerful insights from voice data.”,

Chief Customer Officer 45

Chief Customer Officer Engineering Analytics Enterprise 45