Improve customer interactions with Genesys + HGS
Virtual contact center operations and cloud-based customer experiences
Genesys and HGS combine 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.
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.
“The world is changing, and more and more companies are demanding a work-at-home environment. HGS strives to find partners that have the ability to anticipate those changes, and Genesys is one of those companies. Their tools are already built for a post-COVID world. They’re ready, they’ve been ready, and we’re excited to help them bring it to market.”
Larry Fleischman, SVP Sales, HGS