The hallmark of any contact center is defined largely by good customer experiences, which in turn depend on quality solutions. But how affordable are these, especially for small and mid-sized companies battling to rein in cost without having to compromise on the depth and quality of solutions?
Maybe the answer is easier than you think for an extended strategic relationship between Deutsche Telekom, a specialist for contact centers cloud-based computing, and Genesys (News - Alert), for whom customer experience is always a top priority, promises to level the playing ground for companies looking for quality, cost-effective contact center solutions.
Telekom Deutschland's contact center suite, which is already based on Genesys' contact center platform will now receive a fillip because of the enhanced relationship.
The alliance underscores Telekom's role as a top-notch service provider for contact centers of every size and also the fact that Genesys was a perfect fit as it allowed the company to innovate its portfolio with holistic and scalable customer dialog solutions.
"We're excited about this enhanced cooperation with the Genesys premium brand," says Peter Schamel, vice president of value-added solutions at Telekom Deutschland, in a statement
According to officials, the resulting integrated cloud-based contact center solution supports any interaction channel, targets contact centers that require a flexible, economical solution without the need for expensive hardware or lengthy deployment cycles.
Also, agents are empowered through a unified user interface that consolidates all tasks while providing complete customer history and information.
These companies will reportedly benefit from a customized, pre- configured, solution that helps take care of 'every customer, every time by sending them to the right resource at the right time.'
While small and mid-sized companies benefit from the solution, Genesys stated that it will also be able to expand into new markets with contact center software that delivers the ultimate contact center experience.
Starting in 2013, Telekom Deutschland will offer Genesys' integrated solution as a cloud-based, pay-per-use service.
Empirix (News - Alert) announced an expanded relationship with Genesys, a provider of customer experience solutions. Through this agreement, the companies will now jointly offer Genesys Testing as a Service (GTaaS) powered by Empirix to their mutual customers.
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Edited by Brooke Neuman