This past week was an exciting one for Genesys. Along with hundreds of technology companies and solution providers, Genesys participated in the ITEXPO Conference in Miami where we showcased our Genesys Connect for Service Cloud solution. Everywhere you turned, the “Cloud” dominated the conversation – in the booths and demonstrations, during the breakouts, and upon virtually every sign and banner. To culminate this busy week, we were extremely honored to receive the Best in Show Award for Contact Centers from the Editors of TMC. You could feel the energy and excitement throughout the event and at the Genesys booth where the award-winning solution was on display.
So, why did we win and what does it mean for companies looking for a cutting-edge cloud customer service solution?
For starters, Genesys Connect for Service Cloud brings together two industry leaders – Genesys and salesforce.com. The result is a game-changing solution that offers all the functionality and sophistication of a cutting-edge contact center solution –available from the cloud with the simplicity and ease-of-use that today’s SMB's and mid-sized enterprises demand.
During ITEXPO, we continued to hear about the challenges many companies are facing today, including the need to spend more time focusing on their business and customers and less time worrying about how to build, launch and manage a contact center.
Specifically, here’s what ITEXPO attendees told us and how Genesys Connect for Service Cloud can help them meet the challenge:
- I need something simple: By their very nature, contact centers are complex. Every day, contact center managers must deal with fluctuating pools of agents and a growing number of interactions across multiple channels, including voice, social, web and mobile. Genesys Connect for Service Cloud delivers a seamless environment that natively leverages the Service Cloud user interface and administrative environment to ensure that the solution is quick to deploy, easy to administer and simple to use. The combined solution provides an integrated user interface for agents and employees across the voice, social, web and mobile customer interaction channels.
- I need help getting started – and fast: While every company’s customer service operation is unique, they also share many common characteristics. Namely, every company wants to design the ideal customer experience by aligning every interaction with the ideal resource or agent – across all customer channels. Genesys Connect leverages over two decades of contact center best practices and incorporates them into pre-defined routing and customer segmentation templates, enabling set up in a matter of minutes with easy-to-use point and click functionality. After seeing a demo of Genesys Connect, here’s what the editors of TMCnet had to say.
- I need to sleep at night: Replacing a legacy contact center infrastructure, or placing your trust in the cloud for a mission critical application naturally comes with some hesitation. In addition, companies want to know that their new cloud investments are delivering a real return on investment. Genesys Connect for Service Cloud brings together two of the industry’s most trusted names in customer service – salesforce.com and Genesys. Built on the Salesforce platform, the combined solution delivers reliability and a proven path to the future as companies bring new channels like social and mobile into their customer service operations.
Last week we also announced our expanded relationship with salesforce.com, which allows companies to purchase the end-to-end solution – including Service Cloud – directly from Genesys.
To learn more about the award-winning Genesys Connect or download a trial version, click here.
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