"Partnering with Genesys enables us to both expand and enhance our customer engagement and unified communications portfolio,” said Mike Henson, managing director for Ideal. “Now our clients have access to an easy-to-use, scalable and reliable cloud solution that will help them keep pace with their customers’ rapidly evolving service needs.”
John Bell, director of channel management, EMEA for Genesys added: “With its deep understanding of the customer engagement and wider UC market, along with key vertical expertise in retail, government and other industries in the U.K., Ideal adds significant value to the benefits of PureCloud by Genesys.”
PureCloud by Genesys was designed to make managing customer relationships simple with a single conversation thread by integrating key channels and systems. It gives organisations a cost-effective, innovation engine that can quickly scale up or down as needed. It’s ideal for organisations that don’t have the IT expertise or resources to maintain complex customer service technology. It also provides a unified solution for managing both customer and employee engagement with intuitive and easy-to-use tools and interfaces.
PureCloud by Genesys includes features such as omnichannel routing, speech-enabled interactive voice response (IVR), recording and quality management, outbound campaigns, CRM integrations, graphical scripting, and the ability to plug into other apps and cloud services to meet any customer need. It also includes UC and collaboration capabilities.