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Genesys Touts Its Cloud Call center Offerings
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Genesys Touts Its Cloud Call center Offerings

 
October 16, 2014

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  By TMCnet Staff
 


Genesys has unveiled a new campaign to get companies to retire their legacy call centers in favor of the company’s cloud offerings. Chief technology officer Slava Zhakov has written a company blog post outlining several reasons why.


Zhakov touted the awards the company has received.

“At Genesys (News - Alert), we’ve been celebrating great customer experience with industry awards and events, customer successes, and exciting new product releases,” he wrote. “It all started with the 2014 North American Frost & Sullivan (News - Alert) Company of the Year Award for Cloud Contact Solutions, which we received in August. This was followed by the 2014 Technology Innovation Award for Contact Centers from Ventana Research Technology, recognizing the combination of the award-winning Genesys Customer Experience Platform with the IBM (News - Alert) Watson Engagement Advisor to change the game in customer self-service with artificial intelligence.”

He called the “Retire Your Call Center” campaign the company’s biggest success yet. Genesys has released a short humorous video featuring an old man DJing “dubstep” music.

More seriously, Zhakov outlined three major reasons for companies to switch from legacy phone systems. One of the biggest was cost. Not only do legacy call centers require a lot of time and money to install, the costs of keeping them working and upgrading can be expensive as well. Cloud-based solutions like those from Genesys are a viable alternative.

Unified communications, which combine voice, text and video chat, are becoming ubiquitous in the enterprise. Legacy systems are difficult to integrate into digital channels. VoIP solutions and cloud-based systems can be integrated with other digital communications easily over the same network.

These older systems are also a lot clunkier. Modern cloud-based systems often have elegant, easy-to-use Web-based interfaces which makes things easier on both users and IT staff. This also makes delivering a consistent customer service easier.

Cloud-based VoIP systems like Genesys Premier Edition are becoming more viable as customers want to save money and not have an on-premises voice system to upgrade and maintain themselves.



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