Genesys and HGS combines software-as-a-service solutions with deep domain contact center expertise to simultaneously improve interactions for customers and the employees who support them.
A common goal of the partnership is for clients to embrace the market’s move toward empathic, virtual CX. Using the stable and enterprise-ready platform that Genesys provides, organizations are enabled to deliver artificial intelligence (AI)-powered, personalized experiences leveraging employees from work-at-home, hybrid, or traditional in-center locations.
Businesses will benefit from helping customers create their own experiences, giving end users the channels they prefer, empowering agents with the right tools in order to perform tasks easily and efficiently, reducing attrition by focusing on agent happiness, establishing the right balance of people and technology to enhance every interaction, and increasing the number of interactions customers have with brands, creating more positive experiences and more customer loyalty.
Dynamic Digital-First Solutions
The HGS and Genesys partnership offers dynamic, digital-first solutions that focus on the agent experience —measuring not only employee satisfaction, but also employee happiness.
The people-first technology that Genesys provides will help HGS offer an attractive workspace environment for current and future hires, improving employee engagement and quality of service.
“In today’s complex business environment, it’s critical for organizations to scale empathy to create loyalty. Through our end-to-end experience orchestration capabilities and partners like HGS, we’re reaching new depths of the market to help more organizations provide unmatched customer and employee experiences.”
Ken Archer, SVP of Emerging Partners and Markets, Genesys
On CX Detectives, host Lyssa Myska Allen brings on a CX expert to discuss common challenges and how to solve them. Learn how to create a greater impact as a CX leader, where the industry is headed, and much more.