Genesys Telecommunications Laboratories (Genesys) has announced the appointment of Anana Africa as a Genesys Partner in the African territory.
Anana, a digital customer experience (DCE) company based in the UK, is the fourth partner Genesys has appointed in the region with the objective of expanding the Genesys brand to new markets and industries.
Peter Flanagan, Genesys regional director: Southern & Eastern Africa, says Anana is now a full partner in the region and will leverage its extensive global experience in the digital realm to help local businesses integrate all of the new digital channels that their customers are demanding to be serviced on, into their traditional contact centres, thus enabling a fully integrated and blended multi-channel offering.
Anana has established a global name and demonstrated considerable thought-leadership in the digital customer experience space with a number of high profile clients in UK and Europe.
Simon Cranswick, the appointed MD of Anana Africa, says the company was looking at expansion into the US market or Africa and given the opportunities in Africa, as well as the growth in the continent’s communications infrastructure, the decision was made to invest in the African market first.
Cranswick, a 20 year Contact Centre veteran, says most enterprises have point interaction strategies in terms of engaging with their customers and very few have the ability to service seamlessly across omni-channels. This is particularly evident with the digital channels such as on-line, social media and mobile applications.
“Anana leads in this space by assisting organisations in developing omni-channel digital service engagement strategies and capabilities such that their customers can enjoy a 21st century service experience in any channel. This will always be challenging for businesses that service a consumer base limited to the voice channel with occasional dabbling into other media like e-mail or Web chat.
“However, if the organisational customer experience requirements and the true underlying business needs have been well defined and agreed across all stakeholders, then the solutions we deploy enable truly effective multi-channel engagement. We are extremely excited about having Genesys as a partner in this territory as their suite of applications is definitely the leader in this space.
“Integrating the digital customer experience into a corporation’s contact centre has become critical and the expertise Anana brings to the local market will open new doors for both companies,” adds Flanagan.
“More importantly, growing the Genesys brand in the region will also create significant value for our existing partners.”
