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  • 17 December 2015 08:52

Genesys Announces Partnership with Generation-e to Strengthen Mid-Market Offer

Genesys Announces Partnership with Generation-e to Strengthen Mid-Market Offer

SYDNEY — 17 December, 2015 — Genesys (http://www.genesys.com/anz), the market leader in omnichannel customer experience (CX) and contact centre solutions, has signed a partnership with Generation-e to deliver richly integrated collaboration and communications solutions to mid-sized companies in Australia. The partnership will enable customers to combine Microsoft’s Skype for Business solutions with the Genesys Customer Experience Platform.

The partnership forms part of a wider strategic direction for Genesys as it expands in to the mid-market and across a wide range of industries in Australia, including local government, not for profit, legal, accounting and financial services.

According to recent research, 45 per cent of Australia’s mid-size companies intend to increase their productivity spend by 12 per cent over the next year, which includes additional investments in customer service and technology. The Genesys and Generation-e partnership will enable both companies to offer truly integrated customer experience solutions, while reducing operational costs, to this fast growing sector.

“We are excited to announce our partnership with Generation-e, who are specialists in the mid-market and share a particular strength in Microsoft unified communications solutions,” said Vaughan Webster, Channel Director, Genesys Australia and New Zealand.

“For Genesys, which had an R&D team working in Microsoft to prepare for the Skype for Business launch, partnering with Generation-e takes our business to new heights– we have a shared interest and depth of understanding in the technology and omnichannel customer experience,” he added.

Genesys is one of the first enterprises to bring contact centre capabilities together with unified communication solutions from Microsoft. The integration enables customers and organisations to seamlessly engage through video, voice and instant message, as well as transfer seamlessly between these channels without interruption.

The partnership offers mid-size companies with Genesys omnichannel journey management capabilities alongside Generation-e’s unified communications expertise, empowering contact centre agents to collaborate proactively with any available subject matter expert with the right skill level throughout the organisation to speed resolution of customer enquiries.

Biagio LaRosa, CEO at Generation-e, said the partnership further enhances Generation-e’s position as a key provider of customer experience solutions.

“As our business grew, we identified the need to find the right customer experience platform to meet the growing complexity of demands of our clients, now and in the future.”

“Not only does Genesys provide the platform support we need, its unwavering focus on the customer journey through call centre solutions aligns perfectly with our own approach. Couple that with our mutual Microsoft relationships and it is a very strong story for our customers indeed,” Mr. LaRosa said.

About Genesys

Genesys is the market leader in omnichannel customer experience (CX) and contact centre solutions in the cloud and on-premises. We help brands of all sizes make great CX great business. The Genesys Customer Experience Platform powers optimal customer journeys consistently across all touch points, channels and interactions to turn customers into brand advocates. Genesys is trusted by over 4,500 customers in 80 countries to orchestrate more than 100 million digital and voice interactions each day. Visit us at www.genesys.com/anz or call us at +1 888 436 3797.

About Generation-e

Generation-e is the Australian authority in Microsoft unified communications & cloud technologies, enabling productive communications between people wherever they are and on whatever device they choose. Operating across Australia, Generation-e’s team of Microsoft Certified Solutions Masters delivers world-class, end-to-end solutions including consulting, architecture, deployment and managed services. Generation-e has deployed over 250,000 seats of Microsoft unified communications and over 1M seats of Microsoft cloud solutions. Visit www.generation-e.com.au or call +613 9413 5400.

Media Contact Krissie Vitasa Hill+Knowlton Strategies for Genesys (02) 9286 1206 krissie.vitasa@hkstrategies.com

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