BT Delivers Genesys One ‘Out of the Box’

Andrew Small

Genesys has announced an extension to its existing relationship with BT to deliver the recently launched Genesys One customer service solution. BT will offer mid-market businesses an innovative straight out of the box solution as part of its BT Onsite Contact Genesys service in order to meet the growing consumer demands for omni-channel customer service.

The new single software solution uniquely packages Genesys’ contact centre capabilities with innovative customer service best practices in the form of templates and applications, together with a powerful rapid deployment facility making it faster and easier for contact centres to deploy a next generation contact centre in days rather than months.

BT offers a breadth of capability to support the contact centre industry from business and operational consulting, best practice and benchmarking, through to deployment and in life support. As a practitioner and highly experienced Genesys user, BT brings a unique blend of business and technical skills to facilitate a smooth deployment to match its customers’ business requirements.

Andrew Small, VP of BT Contact, BT Global Services commented: “Today’s customer is increasingly tech savvy. He or she expects to be able to interact with businesses via multiple communication touch points – be this web-chat, SMS, e-mail, mobile or phone – and they want to follow their conversation across all these channels seamlessly.”

“With Genesys One —which is one element of our contact centre portfolio — we’re enabling mid-market organisations to create this omni-channel approach to customer service and are empowering them to provide leading care to their customers. Agents also gain broader access to information needed to manage customers’ interactions regardless of the channels used and organisations have the ability to add new communication channels without significantly increasing complexity or cost,” concluded Andrew.

Keith Wilkinson, Vice President, UK & Ireland and Africa, Genesys, commented: “We’re delighted to announce this extended partnership with BT in the UK and Ireland, and are excited to move forward with Genesys One in this market. Genesys One allows medium-sized businesses and enterprises to deliver a great customer experience by using a sophisticated out of the box solution that gives instant access to industry-leading technology as well as extensive customer service expertise. Our extensive relationship with BT in the UK and Ireland in the past means that together, we’re in a great position to bring this solution to the market to offer organisations a simple and cost-effective approach to providing customer-centric service.”

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