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Verizon adds Genesys Cloud to CX and contact centre portfolio

Verizon has expanded its customer experience and contact centre portfolio with Genesys Cloud.

As contact centres are relying on digital, remote-first operations, Verizon Business announced the addition of Genesys Cloud, as part of the company's global customer experience and contact centre offerings.

The solution, a cloud-based Contact Center as a Service from Genesys, offers businesses the ability to deliver brand-defining customer experiences (CX) on an end-to-end, cloud-based platform with remote access that takes advantage of Verizon's network, the company states.

The Verizon Business customer experience portfolio also includes Genesys Engage subscriptions to provide a path from on-premises to hybrid cloud and public or private cloud deployments.

Contact centre solutions are being reimagined to address the multi-experience that converges the customer experience, employee experience, and user experience to transform business outcomes, Verizon states.

Genesys Cloud enables organisations to maintain a human connection based on how the customer chooses to engage whether a call or via a digital channel such as text, chat, or social media.

As contact centres are relying on digital, remote-first operations, Genesys Cloud allows remote agents to access the solutions full breadth of capabilities wherever they work, driving enhanced workforce engagement, the company states.

Verizon president of global enterprise Sampath Sowmyanarayan says, “Verizon has a long history of delivering successful customer experience solutions with Genesys.

"As enterprises look to CX to differentiate themselves, an all-in-one contact centre 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.”

IDC program vice president customer care and CRM Mary Wardley says, “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. It's a win-win-win for customers, Genesys and Verizon.”

Verizon Business has experience helping customers transition to cloud-based contact centre platforms that offer personalised interactions via multi-experience outcomes, the company states.

As a Genesys Gold Partner for 25 years, Verizon has helped enterprises accelerate the digital transformation of their customer experience with Genesys contact centre solutions.

Verizon's IP Contact Center inbound service is designed to provide connectivity to the Genesys Cloud to simplify and speeds implementation. The global company caters for businesses of a range of sizes and industries.