MOST TRUSTED NEWSWIRE PRESS RELEASE DISTRIBUTION
PRTODAY / NewswireToday press release distribution service network
Check Ads Availability|e-mail Article

Are you the owner of this article?, Turn it PREMIUM with your LOGO instead - and make it 3rd party Ads-Free! within the next hour!

Sutherland Deploys Genesys Platform to Reduce Complexity of Omnichannel CX Management - Process transformation leader replaces disparate solutions with Genesys PureEngage to deliver consistent customer experience, analytics, and reporting across all communication channels - SutherlandGlobal.com / Genesys.com
Sutherland Deploys Genesys Platform to Reduce Complexity of Omnichannel CX Management

 

NewswireToday - /newswire/ - San Francisco, CA, United States, 2017/05/18 - Process transformation leader replaces disparate solutions with Genesys PureEngage to deliver consistent customer experience, analytics, and reporting across all communication channels - SutherlandGlobal.com / Genesys.com.

   
 
Your Banner Ad Here instead - Showing along with ALL Articles covering Customer Service / Call Center Announcements

Replace these Affiliate Programs at ANYTIME! Your banner here within the next hour. Learn How!


 

Sutherland, a process transformation company focused on helping Fortune 1000 companies rethink the way business gets done, has deployed PureEngage, an omnichannel customer engagement and employee collaboration offering from Genesys®, the global leader in omnichannel customer experience and contact center solutions.

With thousands of professionals spanning 19 countries around the world, Sutherland is one of the largest, independent process transformation companies in the world, supporting customers across multiple industries, including communications, financial services, government, healthcare, retail, technology, and transportation.

According to Bill Nicholas, Sutherland’s head of Global Telecom,“We went looking for the ‘Swiss Army Knife’ of customer experience solutions that prepares us for the future and enables us to offer ‘Platform as a Service’ capabilities and we found it with the Genesys Customer Experience Platform.”

Nicholas added,“We considered several other on-premise and cloud-based solutions, but selected Genesys PureEngage because it enables more seamless, flexible and scalable next-generation customer experiences. It’s powerful enough to support the unique requirements of our diverse client environments, yet still relatively simple to integrate and fast to deploy.”

Today, Sutherland uses PureEngage to provide improved CRM integrations, enhanced IVR and workforce optimization capabilities, and omnichannel self-service, beginning with 2,000 agents in a new state-of-the art delivery center in Las Vegas.

Nicholas cites the omnichannel capabilities of PureEngage as an advantage. “Our clients are increasingly requesting support through multiple channels such as email, chat, social, and SMS in addition to traditional voice-based communications,” said Nicholas.

He added,“We’ve learned that we can’t achieve a full suite of omnichannel solutions by bolting new services onto existing older platforms. Because PureEngage is built from the ground up to be fully SIP end-to-end, it can act as that single solution and reduces complexity by easily integrating with our clients’ legacy systems.”

PureEngage replaced more than eight disparate platforms that were not well-integrated and required extensive manual efforts to eliminate redundancy and ensure accurate reporting and harmonious performance. “By deploying PureEngage, we’ve not only increased our omnichannel capability but have improved operational efficiencies and enhanced the visibility and measurement of performance data,” said Nicholas.

PureEngage has surpassed the company's expectations so far and Nicholas plans to eventually transition more clients over time as legacy systems still supported by Sutherland become unable to handle new performance requirements. “Clients are already asking how soon they can transition to it,” said Nicholas. “We could move as many as 10,000 agents annually to Genesys, and we look forward to implementing speech analytics and enabling additional interaction channels.”

“We’re very proud that Sutherland, with such a dominant position in its field, has selected PureEngage to improve efficiencies and overcome the challenges of independent systems to better manage customer interactions seamlessly and holistically,” said Tom Eggemeier, president of Genesys.

PureEngage is the only true omnichannel customer engagement suite for global businesses to deliver competitively superior experiences providing real-time, contextual journeys, world-class orchestrated routing, and digital transformation at any scale. PureEngage is available both on-premises and in the cloud and supports extensive customizability through open APIs and web standards.

Mr. Doug Gilbert, chief technology officer of Sutherland, will speak with Mr. Nicholas on a panel at the Genesys CX17 conference about their experience in implementing the Genesys Customer Experience Platform. Taking place in Indianapolis, Indiana, from May 22-25, 2017, CX17 gathers together the strongest ecosystem of solutions, customers, partners and technology pushing the boundaries and future of CX to provide the human touch in a digital world.

About Sutherland
As a process transformation company, Sutherland (sutherlandglobal.com) rethinks and rebuilds processes for the digital age by combining the speed and insight of design thinking with the scale and accuracy of data analytics. We have been helping customers across industries from financial services to healthcare, achieve greater agility through transformed and automated customer experiences for over 30 years.

Headquartered in Rochester, N.Y., Sutherland employs thousands of professionals spanning 19 countries around the world.

About Genesys
Genesys® (genesys.com) powers more than 25 billion of the world’s best customer experiences each year. We put the customer at the center of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in over 100 countries trust the industry’s #1 customer experience platform to orchestrate seamless omnichannel customer journeys and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognized by top industry analysts as a leader in both cloud and on-premise customer engagement solutions.

Contacts:
For inquiries to Sutherland: Steve Smith - Allison + Partners
p: +1 425-753-1653 - E: Steve.Smith[.]allisonpr.com.

Lisa Hawes - Sterling Communications
P: +1 408-395-5500 - E: genesys[.]sterlingpr.com.

 
 
Your Banner Ad Here instead - Showing along with ALL Articles covering Customer Service / Call Center Announcements

Replace these Affiliate Programs at ANYTIME! Your banner here within the next hour. Learn How!


 

Written by / Agency / Source: Genesys Telecommunications Laboratories, Inc.

 
 

Availability: All Regions (Including Int'l)

 

Traffic Booster: [/] Quick NewswireToday Visibility Checker

 

Distribution / Indexing: [+]  / [Company listed above is a registered member of our network. Content made possible by PRZOOM / PRTODAY indexing services]

 
 
# # #
 
 
  Your Banner Ad showing on ALL
Customer Service / Call Center articles,
CATCH Visitors via Your Competitors Announcements!


Sutherland Deploys Genesys Platform to Reduce Complexity of Omnichannel CX Management

Company website links NOT available to basic submissions
It is OK to republish and/or LINK any newswire for any legitimate media purpose as long as you name NewswireToday and LINK as the source.
 
Publisher Contact: Rachel Faulkner - Genesys.com 
317-715-8109 rachel.faulkner[.]genesys.com
 
Newswire Today - PRZOOM / PRTODAY disclaims any content contained in this article. If you need/wish to contact the company who published the current release, you will need to contact them - NOT us. Issuers of articles are solely responsible for the accuracy of their content. Our complete disclaimer appears here.
IMPORTANT INFORMATION: Issuance, publication or distribution of this press release in certain jurisdictions could be subject to restrictions. The recipient of this press release is responsible for using this press release and the information herein in accordance with the applicable rules and regulations in the particular jurisdiction. This press release does not constitute an offer or an offering to acquire or subscribe for any Genesys Telecommunications Laboratories, Inc. securities in any jurisdiction including any other companies listed or named in this release.

Customer Service / Call Center via RSSAdd NewswireToday - PRZOOM Headline News to FeedBurner
Find who RetweetFollow @NewswireTODAY

Are you the owner of this article?, Turn it PREMIUM with your LOGO instead - and make it 3rd party Ads-Free! within the next hour!


Read Latest Articles From Genesys Telecommunications Laboratories, Inc. / Company Profile


Read Customer Service / Call Center Most Recent Related Newswires:

Avaya Acclaimed by Frost & Sullivan for Elevating Contact Center Workforce Engagement Management with its OneCloud™ Portfolio
Contact Center Service Providers Compete Over Automation Technologies to Gain Competitive Edge in Latin America Finds Frost & Sullivan
AlmavivA Lauded by Frost & Sullivan for its Strong Focus on Customer Experience in the Latin American Contact Center Market
Noble Conversations Analytics Receives the 2019 CUSTOMER Contact Center Technology Award
Noble Systems to Exhibit Award-Winning Contact Center, Compliance, Gamification and Workforce Engagement Management Solutions At DCS2019
Noble Gamification Mobile Named a 2019 Product of the Year
Avaya and Welch’s Bring Innovative Technology to one of America’s Sweetest Companies
OneLink BPO Applauded by Frost & Sullivan for its Strong Brand and Market Expansion Strategies
Avaya Recognized As An April 2019 Gartner Peer Insights Customers’ Choice for Unified Communications
Noble Systems to Host 2019 SNUG Americas Conference
Noble Systems to Exhibit Analyst-Recommended Omnichannel Contact Center and Gamification Solutions At PACE ACX 2019
Upstream Works Receives 2019 CUSTOMER Magazine Product of the Year Award
Upstream Works Software and TTEC Expand Partnership Across Europe
CHRISTUS Health Partners with Avaya to Enhance Patient Experiences
Avaya Introduces New Visual, Web-based Communications Solution for Hospital Staff to Improve the Patient Experience

Boost Your Social Network
& Crowdfunding Campaigns


LIFETIME SOCIAL MEDIA WALL
NewswireToday Celebrates 10 Years in Business


PREMIUM Members


Visit  JobsWare.com

Visit  Limelon Advertising, Co.





 
  ©2020 NewswireToday — Limelon Advertising, Co.
Home | About | Advertise/Pricing | Contact | Investors | Privacy/TOS | Sitemap | FRANCAIS
newswire, PR press releases distribution service magazines engine news alert newsroom press room breaking news public relations articles company news alerts newswiredistribution ezine bizentrepreneur biznewstoday digital business report market search pr firms agencies reports distri-bution today investor relation successful internet entrepreneurs newswire distribution prtoday.com newswiredistribution asianewstoday bizwiretoday USA pr UK today - NOT affiliated with PRNewswire as we declined their partnership offer in 2013
 
PRTODAY & NewswireTODAY are NOT affiliated with USA TODAY (usatoday.com)