The customer experience technology specialists IST has announced that it has expanded its partnership with Genesys, the omnichannel customer experience and contact centre solutions provider with the addition of the PureCloud by Genesys to its solution offering. Designed to help businesses in the Middle East deliver a consistent, seamless and personalised next-generation customer experience, PureCloud is a unified, all-in-one customer engagement and employee collaboration solution that’s intuitive, easy to use and quick to deploy.
“We are quite excited IST is now offering PureCloud in the Middle East Market. This cloud customer engagement solution is so powerful and easy to use, and provides businesses a scalable and flexible solution to meet their needs, both today and tomorrow,” said Mohamed Afifi, managing director, Middle East, Genesys. “We are proud of the work already done by the IST team with their OmniCloud digital customer engagement offering that was released earlier this year and believe that now, with PureCloud, we are positioned to meet all market needs.”
The systems integrator is already seeing significant demand for PureCloud from customers in the region. IST is currently working on launching PureCloud for a leading finance comparison site in the Middle East. With PureCloud, the organisation will provide 40 agents and two supervisors access to a best-of-breed contact centre solution that includes call recording, IVR flows, agents scripting, manual outbound dialing, real time and historical reporting and WebRTC Phones.
According to the firm, PureCloud is a fully loaded cloud contact centre delivering a wealth of functionality. The solution provides omnichannel engagement, speech enabled IVR, customised reporting and analytics, workforce optimisation, outbound campaigns, CRM integrations, graphical agent scripting, and social channel management that delivers an exceptional customer experience. Other features include fast deployment, simple pricing, month-to-month terms, a modern web and mobile user experience, reliability and disaster recovery, seasonal adoption to dynamic market needs, a feature-rich solution for complete customer engagement, IP telephony and collaboration services for enterprise requirements, Amazon Web Services elastic infrastructure with limitless capacity and a true cloud architecture that provides continuous improvements, said the firm.
Mohamed Fahmy, chief executive officer, IST, said, “Our Middle Eastern customers have shown a strong appetite for cloud solutions in an effort to lower capital expenditure costs. The scalability and flexibility of PureCloud can help organisations easily expand and shrink their contact centre based on fluctuating business demands.”
Fahmy adds that one of the challenges facing many organisations when it comes to cloud contact centre deployments is how to handle the voice traffic.
“With Genesys PureCloud’s Edge, all voice traffic will be handled locally at the customer office, while all contact centre management and decision-making applications are hosted in the cloud. As such, we can offer our customers a proven, feature-rich solution that provides reliable voice traffic over the internet. Most importantly, it integrates all the different customer engagement channels into one solution, ultimately enabling businesses to offer the highest quality customer experience,” he said.
