Unified Engagement Suite - Genesys

Presentation

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Transforming CX with personalized and digitalized efficiency

Unified Engagement Suite powered by Genesys, a leader in CCaaS services, is a superior contact center option optimized by the Orange network with omnichannel messaging, analytics and digital capabilities, making it suitable for all CCX applications.

Give your customer support agents the advanced tools they need to understand and manage customer requests with blazing speed and accuracy. Boost KPIs with advanced automation of your CX/EX processes and a tailor-made approach that aligns your requirements with your business needs. With a thorough understanding of your market and your own unique situation, we'll create the perfect self-service journey to help your customers easily find answers to their inquiries. We design and implement journeys to help you manage all of your customer-contact entry points, coordinate customer interactions and upgrade agent workstations.

Journey Orchestration, available only from Orange Business, lets your agents visualize, analyze, manage and modify the entire customer journey for seamless, stress-free interactions and delighted, loyal customers.

Our global help-desk experts manage your solution 24/7 and quickly resolve problems any time of day, so you can stay focused on your core business. Stay ahead of your competition with Unified Engagement Suite - Genesys, the answer to all your CCX needs today and in the future with new features being rolled out continuously.

Offer Detail

Why are we the standout CX solution provider?

Unified Engagement Suite - Genesys

Unified Engagement Suite - Genesys helps you provide an outstanding experience and ensures performance by transforming your entire customer and employee ecosystem with empowered agents, stronger infrastructure and advanced features.

Be a customer experience innovation leader

Included

Our consultants work together with you to assess your requirements and develop a risk-free contact center strategy that can be implemented quickly, including simplifying voice and network connectivity and managing digital channels.
Our 24/7 global help desk manages your entire solution and is available to solve any problems whenever you need them. We manage the technology, so you can focus on managing your business.
Our certified customer success managers are ready to help you maximize usage and adoption and create value from your solution. They are available 24/7, around the world, and collectively speak more than 30 languages.
We understand the multitude of regulatory requirements in different countries. Our knowedgeable and experienced regulatory team will help you find the best way to deploy your global CX solution in whichever countries you do business.

We can create a complete, one-stop shop across all the countries where you operate. We'll customize your applications and integrate Unified Engagement Suite with your existing systems and then provide in-depth training to help you better manage your solution.
A cloud contact center lets you scale as needed and enables a 360° view of customer data, so your agents can personalize interactions and make informed decisions. We're always adding new features for the best solution possible.
Make your contact center more cost efficient and future ready simultaneously with our "pick what you need" approach. With our flexible and adaptable solution, you can choose and adjust optional features as your business needs change.

Build the solution that fits your business with a la carte features

Service design and business consulting

Improving customer service and costs and driving growth by optimizing your contact center operations
Designing global, end-to-end architecture, data and networks
Conducting business consulting workshops, presenting pilot runs, demos, PoCs and open labs

Foundation building

Creating a strong foundation by determining the best solution mix for your business objectives
Implementing use cases, CRM, ITSM and collaboration tools, and developing niche applications

Advanced and custom integration

Ensuring future readiness with advanced integration, digital tools and continuous improvement
Managing omnichannel messaging, performance management and service automation with AI and analytics

User adoption

Preparing your workforce with proper training, workshops and 24/7 support from certified experts
Offering extended training modules from administration to user level
Providing customer success management and workshop support to resolve any unforeseen issues

Operational services

Boosting your business with tailored-made services that help you increase flexibility and agility
Giving you the freedom to choose the type and frequency of support
Providing a service management catalog and technical design architect to resolve complicated issues

Examples

Discover our future-ready contact center features

01. Go cloud-native and reach all your audiences with an omnichannel solution

02. Kick-start digital transformation with AI and automation

03. Eliminate pain points using Journey Orchestration

04. Boost your contact center productivity by enhancing the employee experience

Go cloud-native and reach all your audiences with an omnichannel solution

Create a well-functioning, cloud-native contact center with better scalability and flexibility. Give agents the ability to seamlessly connect with customers on their preferred platforms (email, SMS, social media, live chat and more).

Kick-start digital transformation with AI and automation

Boost KPIs by providing seamless and personalized customer experiences with the help of AI and automation. You'll see macro-level improvements in many areas, including operational efficiency, cost reduction and revenue growth.

Eliminate pain points using Journey Orchestration

Improve customer experience by eliminating points of frustration and thereby improving overall customer-conversion rates, customer satisfaction and loyalty. Make improvements on the spot to stay on top of upcoming issues.

Boost your contact center productivity by enhancing the employee experience

Optimize your operations and provide better customer service by giving your employees the power of digital tools, like gamification, workforce management, employee engagement and agent assist.

Why Orange?

We are a unique, complete one-stop customer experience integrator for businesses worldwide

Get the best in telecom and CX under one roof

Genesys is the undisputed CX leader in the market, and Orange is the recognized leader in telecom. Together, we provide the best CCaaS solution globally backed by our Center of Excellence. We can create CX for even the most complex businesses.

Try our future-ready CX approach

Our consultants guide you throughout your digital transformation with expert advise on all your CX challenges, ecosystems and infrastructure. We monitor breakthrough technologies, like AI, analytics and RPA, for future CX readiness.

Discover more than just a contact center

We provide CRM, ITSM and other solutions integration – going beyond ordinary CX solutions. Our Genesys-certified engineering teams expertly handle rapid deployments by utilizing Orange-native apps, marketplace apps, AppFoundry and co-innovation.

Customize your solution

You can choose and change the features you need for running your business from our catalog of a la carte services. And your assigned Customer Success Manager is always ready to help with any requests or incidents.

Enjoy state-of-the-art technology with guaranteed service commitments

Our own solutions architects, along with our partners, are constantly innovating to provide new and advanced features complemented by SLAs that establish performance expectations and ensure accountability and service quality.

Maneuver through regulatory hurdles

We understand and are experts at wading through the diverse regulatory requirements of different countries, and we bring that regulatory know-how to every project we manage.