Bandwidth Inc, a leading global enterprise cloud communications company, announced an important step forward in the future of the enterprise contact center with Genesys®, a global cloud leader in customer experience orchestration. Bandwidth is extending its portfolio of market-leading DuetSM solutions, which allow enterprises to unbundle complex telephony from their communications platforms, into the contact center space with its inclusion in the market-leading Genesys Cloud CX platform.
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Customer service agents are critical to helping brands create a better customer experience in a post-Covid world. Bandwidth’s Duet for Genesys simplifies the process for enterprises to move their contact centers from complex on-premises equipment to the flexibility and scaleability of the cloud. (PRNewsfoto/Bandwidth Inc.)
Customer service agents are critical to helping brands create a better customer experience in a post-Covid world. Bandwidth’s Duet for Genesys simplifies the process for enterprises to move their contact centers from complex on-premises equipment to the flexibility and scaleability of the cloud. (PRNewsfoto/Bandwidth Inc.)
Customer service agents are becoming critical to helping brands create a better customer experience in a post-Covid world. But the contact centers in today’s large global enterprises can be enormously complex. There may be multiple locations with expensive on-premises equipment requiring top-tier expertise to manage. To connect it all, most enterprises have been relying on multiple carriers, each with different contracts, uncertain redundancy and traffic limitations. For the largest global companies, trying to migrate these systems to a modern, cloud-based solution can move slowly or even be blocked by the need to retain critical call data to power third-party integrations such as voice authentication, fraud detection, AI monitoring and other services essential to a better customer experience.
Bandwidth’s Duet for Genesys simplifies these challenges. Together, the two cloud communications leaders provide a path for enterprises to move to a modern contact center solution–retaining critical call data while gaining advantages in flexibility, scalability and control. Bandwidth Duet for Genesys is a comprehensive “Bring Your Own Carrier” (BYOC) solution delivered to the Genesys Cloud CX platform. Enterprises can unbundle their telephony and easily integrate their entire comms stack, while replacing legacy telecom carriers and most on-premises equipment with the Bandwidth platform–built on its own global, software-driven, all-IP network. This enables contact center and IT leaders to centralize their communications across their UCaaS and CCaaS platforms, making it easier to manage emergency services, phone numbers, employee station set-up and tear-down, platform migration, and connectivity across multiple platforms and geographies.
“We applaud Genesys for continuing to offer choice and flexibility for their customers,” said John Bell, Bandwidth’s Chief Product Officer. “Bandwidth’s Duet for Genesys will not only simplify the move to the cloud for global enterprises, it makes possible new customer experience capabilities to win satisfaction, loyalty, and trust.”