Verizon Business has announced the addition of Genesys Cloud as part of its global customer experience and contact center offerings. Together with Genesys, the company is able to offer its business customers a cloud-based contact center solution. Genesys Cloud will provide businesses with access to the Verizon network and include a contact-center-as-a-service solution to communicate with their customers.
The Cloud-based Contact Center as a Service from Genesys enables businesses to deliver a customer experience (CX) that is top class. The solution is delivered on an end-to-end, cloud-based remote access platform that takes advantage of Verizon’s network. In addition, the Verizon Business customer experience portfolio includes Genesys Engage subscriptions, that provides a passage from on-premises to hybrid cloud and public or private cloud deployments.
Furthermore, because contact centers rely on digital, primarily remote operations, Genesys Cloud will allow remote agents to take advantage of all the capabilities the contact center provides. Contact center solutions have been redesigned to address multiple experiences, that is to combine customer experience, employee experience, and user experience to enhance business results. Genesys Cloud gives organizations the ability to stay in touch with people, independent of how the customer chooses to connect, whether it is via a call, text, chat or social media.
Sampath Sowmyanarayan, president of global enterprise at Verizon Business, said: “As enterprises look to CX to differentiate themselves, an all-in-one contact center platform that can scale and quickly enable new features across digital channels for agents can transform business outcomes. Genesys Cloud provides an excellent platform to manage a remote workforce with the added benefit of automation, AI, and chatbots delivering a streamlined customer-first user experience.”
Mary Wardley, Program Vice President in IDC’s Customer Experience group, commented on the partnership: “The partnership between Verizon and Genesys is longstanding. By providing access to the next-generation Genesys products, Verizon is providing a bridge to existing Genesys customers on Verizon. At the same time, customers will benefit from next-generation capability.”
