Genesys: Bringing A Paradigm Shift In The CEM Domain
Businesses today are in dire need of contact center solutions that deliver faster business outcomes and drives customer satisfaction. Organizations understand that these goals can be successfully achieved is by connecting every conversation with consumers across voice and digital channels and by leveraging artificial intelligence and the cloud. Businesses are on the lookout for a solution provider with an entire stack of CEM solutions as opposed to fragmented technologies to meet every business’s needs comprehensively.Possessing one of the leadership positions in this domain is Genesys, incepted in 1990, with its very own solutions, on-premise, cloud or hybrid delivery model, across the CEM stack such as true omni-channel applications, automation tools like voice bots and chat bots, AI powered predictive routing and Agent Assist technologies, Digital sales and service modules. Every year, Genesys takes pride in the delivery of more than 70 billion remarkable customer experiences for over 11,000 organizations in over 100 countries. Through the power of the cloud and AI, Genesys’ technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Additionally, Genesys has extremely strong channels coverage in India with 12 partners across large SIs, Strategic, Consulting and Mid-Market focussed partners. These include the likes of NTT Data, OBS, CS Infocomm, SmartConnect, Moksa, Syntel, NEC and CeX, to name a few.
Ensuring Customer Satisfaction
Over three decades, Genesys has worked with a large base of well-renowned clients hailing from various industry verticals; meeting and exceeding customer expectations. Genesys was approached by ICICI Bank, a financial institution that has a network of 4,050 branches and 12,475 ATMs across the country. The Indian multinational bank’s contact centres previously operated in silos resulting in inconsistent customer experiences and increased service costs. Having partnered with Genesys, the team replaced the bank’s legacy system with a comprehensive and highly scalable Genesys Customer Experience Platform. It offers a single routing and reporting system along with a holistic view for managing interactions across multiple channels.
AxisBank, recognized as the third largest private bank in India also sought the services of Genesys in order to improve its operations. The bank is dedicated towards offering a broad range of financial services for personal & corporate banking and has a large network of close to 3,500 branches, 1,300 ATMs, 20 million customers, and more than 50,000 employees. The bank caters to each unique need of its customers using a pioneering concept called remote banking consisting of digital relationship managers available round-the-clock. This was put in place by implementing the digital relationship management set up through Genesys and achieved great success. Unlike some of the more traditional implementations, Axis Bank is using Genesys technology for digital acquisition.
Adopting a futuristic approach, Genesys also successfully partnered with Cleartrip, an online travel company that was founded with the aim of providing its customers comprehensive travel experiences throughout India and the Persian Gulf region with the tagline “Making Travel Simple.” The client, with the assistance from Genesys, transitioned from a legacy, multi-system approach to a unified voice infrastructure. This move established the company as the preferred customer service center for the online travel space in India.
Offering an End-to-end Solution
Dedicated towards improving customer experiences for organizations, Genesys Cloud and Genesys Engage are two of the company’s core offerings. Genesys Cloud is made up of over 170 microservices and more than 200 curated prebuilt integrations through the App Foundry partners. Harnessing the power of Genesys Cloud, customers can innovate faster. It is the most modern SaaS platform built for scale, flexibility, security and resiliency. “One of the greatest advantages of Genesys Cloud is its ability to scale and the proof is that the world’s largest cloud contact center is running on our platform with more than 20,000 agents across the globe. The other advantage is the time to go live. We recently got the services up and running within 48 hours for one of our customers to manage the COVID19 situation,” informs Raja Lakshmipathy, MD of Genesys, India. In conjunction with this, Genesys has been recognised as the only vendor to support all deployment models with its global Genesys cloud platform. This platform encompasses multi cloud option as well as the premise
option that can be consumed as an outright purchase, pay-per use model or on a subscription model. “Our partnership with the leading players like Microsoft Azure, Google and almost all the leading CRM vendors make us the best choice for enterprises looking at a 360-degree solution,” adds Raja.
Providing Detailed Customer Interaction Visibility
The native omni-channel platform, Gensys Engage, assists enterprises in helping gain visibility into customer interactions across all contact channels, and deliver personalized experiences. The platform also enables enterprises to manage their workforce with flexibility and move them across units or channels. The platform has been designed and developed to offer flexibility in deployment including public cloud, hybrid and premise options. Enterprises looking to embark upon the digital transformation journey can achieve this transformation at any scale by leveraging the integrated nature of the platform and the use of Artificial Intelligence with the platform. “For example, our solution can intercept website users in real-time and offer them the right service, be it through automated bots or route them to the right agents who can address their issues the first time. Some of the most complex and largest multi-country contact center deployments in the world across BFSI, telcos, retail and airlines have been running successfully on Genesys for the past many years,” says Raja.
Commanding a strong market presence in the CX domain over the years, Genesys has been recognized as a Leader in the Gartner Contact Center Infrastructure Magic Quadrant continually for 23 years and leads the industry in what Gartner calls “completeness of vision” and “ability to execute”. Genesys India has a strong workforce assembled that has been trained to help customers achieve their set outcomes within a stipulated timeframe. In addition to this, Genesys also has a team of Professional Services, Channels and Marketing team to support its large base of customers in India.India is the largest R&D base for Genesys outside of the US with a massive number of engineers across Chennai and Hyderabad working on some of the cutting-edge technologies. Raja proudly affirms, “Genesys India is recognised as one of India’s Best Workplaces in 2020 by Great Place to Work for the fourth time in a row and this reaffirms the employee-first approach practiced at Genesys.” The market for Digital and AI solutions is expanding exponentially with an increase number of organizations moving towards cloud and hybrid deployment model. Genesys believes they are perfectly equipped and the ideal partner to successfully deliver on all these areas.
Constantly endeavouring to improve customer experiences, the company’s R&D investment has been over 250 Million Dollars for the past few years and will continue to invest and embrace the technological advancements bringing about a positive change in this domain. Genesys has perfectly geared itself up for the future.
In a Nutshell
With the trend of consumers resorting to sharing every opinion and experience across a myriad of channels, there has been an influx of solution providers penetrating the market in recent years. Genesys is perfectly poised to help businesses gain a competitive advantage being a trusted and proven organization that puts its clients and its customers first. Apart from possessing decades of experience in this domain, Genesys states some of the key advantages that set them apart from competitors in this sector, that have been listed below:
• End-to-end, omnichannel journey management
• Acceleration of desired business outcomes
• One solution for infrastructure and workforce optimization
• Integration with existing architecture
• An omni-channel agent desktop
• Effective administration of distributed contact centers
• Flexible deployment
• Trusted, global expertise
• Recognition as a Gartner Magic Quadrant leader for eight consecutive years
• CX innovation and contact center expertise:
Providing Detailed Customer Interaction Visibility
The native omni-channel platform, Gensys Engage, assists enterprises in helping gain visibility into customer interactions across all contact channels, and deliver personalized experiences. The platform also enables enterprises to manage their workforce with flexibility and move them across units or channels. The platform has been designed and developed to offer flexibility in deployment including public cloud, hybrid and premise options. Enterprises looking to embark upon the digital transformation journey can achieve this transformation at any scale by leveraging the integrated nature of the platform and the use of Artificial Intelligence with the platform. “For example, our solution can intercept website users in real-time and offer them the right service, be it through automated bots or route them to the right agents who can address their issues the first time. Some of the most complex and largest multi-country contact center deployments in the world across BFSI, telcos, retail and airlines have been running successfully on Genesys for the past many years,” says Raja.
Strong Workforce Forming One of the Key Pillars
The native Omni-channel platform, Gensys engage, assists enterprises in helping gain visibility into customer interactions across all contact channels, and deliver personalized experiences
Commanding a strong market presence in the CX domain over the years, Genesys has been recognized as a Leader in the Gartner Contact Center Infrastructure Magic Quadrant continually for 23 years and leads the industry in what Gartner calls “completeness of vision” and “ability to execute”. Genesys India has a strong workforce assembled that has been trained to help customers achieve their set outcomes within a stipulated timeframe. In addition to this, Genesys also has a team of Professional Services, Channels and Marketing team to support its large base of customers in India.India is the largest R&D base for Genesys outside of the US with a massive number of engineers across Chennai and Hyderabad working on some of the cutting-edge technologies. Raja proudly affirms, “Genesys India is recognised as one of India’s Best Workplaces in 2020 by Great Place to Work for the fourth time in a row and this reaffirms the employee-first approach practiced at Genesys.” The market for Digital and AI solutions is expanding exponentially with an increase number of organizations moving towards cloud and hybrid deployment model. Genesys believes they are perfectly equipped and the ideal partner to successfully deliver on all these areas.
Constantly endeavouring to improve customer experiences, the company’s R&D investment has been over 250 Million Dollars for the past few years and will continue to invest and embrace the technological advancements bringing about a positive change in this domain. Genesys has perfectly geared itself up for the future.
In a Nutshell
With the trend of consumers resorting to sharing every opinion and experience across a myriad of channels, there has been an influx of solution providers penetrating the market in recent years. Genesys is perfectly poised to help businesses gain a competitive advantage being a trusted and proven organization that puts its clients and its customers first. Apart from possessing decades of experience in this domain, Genesys states some of the key advantages that set them apart from competitors in this sector, that have been listed below:
• End-to-end, omnichannel journey management
• Acceleration of desired business outcomes
• One solution for infrastructure and workforce optimization
• Integration with existing architecture
• An omni-channel agent desktop
• Effective administration of distributed contact centers
• Flexible deployment
• Trusted, global expertise
• Recognition as a Gartner Magic Quadrant leader for eight consecutive years
• CX innovation and contact center expertise:
