INTELLIGENT BRANDS // Cloud
IST expands
cloud customer
experience
solution offering
with PureCloud
by Genesys
I
ST, the customer experience technology specialist, has
announced that it has expanded its partnership with
Genesys, the global leader in omnichannel customer
experience and contact centre solutions 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 with
a scalable and flexible solution to meet their needs, both
today and tomorrow,” said Mohamed Afifi, managing director,
Middle East, Genesys.
“We are very 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.”
IST is already seeing significant demand for PureCloud from
customers in the region. In fact, 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.
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. Key features include:
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INTELLIGENTCIO
(Left) Mohamed Fahmy, CEO, IST and (right) Mohamed
Afifi, managing director, Middle East, Genesys
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Lightning-fast deployment
Simple pricing, month-to-month terms
A modern web and mobile user experience
Unparalleled 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 needs
• Amazon Web Services elastic infrastructure with
limitless capacity
• A true cloud architecture that provides
continuous improvements
Mohamed Fahmy, chief executive officer at 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.
“That being said 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.” n
“Our Middle Eastern
customers have shown a
strong appetite for cloud
solutions in an effort to lower
capital expenditure costs.”
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