Genesys, a leading provider of customer experience and contact centre solutions, announced that the Business Edition on the Genesys Customer Experience Platform was selected by Red Hat, the leading provider of open source solutions, to help transform its customer experience in the cloud and continue providing reliable and high-performing open hybrid cloud technologies to its global customers.Red Hat chose the Genesys platform following a competitive review process that was designed to rate solutions against their ability to offer Red Hat a fully integrated, and purely cloud-based, customer experience platform.
Solutions were also evaluated on their ability to support a single global queue for all interaction channels and capabilities around implementing seamless failover, which was needed to meet global disaster recovery and business continuity requirements.
Red Hat operates globally, with 80 offices in more than 30 countries and hundreds of contact centre agents spread across the world. The company has embraced hybrid cloud technologies as the platform for critical IT services and requires a customer experience platform that takes advantage of all of the benefits of operating within the cloud.
The Genesys solution provides flexible real-time routing so that Red Hat agents can login from anywhere to take calls. In addition, since Red Hat provides 24/7 support, they require a “follow the sun” solution to provide support from one global region to another without disruption in service.
Having chosen the Genesys Customer Experience Platform in a fully cloud deployment model, Red Hat can now deliver customer experiences, which are consistent, personalised and “journey appropriate” across all touch points and channels, while maximising agility with minimised risk and costs. With Genesys Cloud, Red Hat has built its first universal queue from which it plans to manage all voice interactions in a consistent and seamless manner across the world.
“With Genesys, we have more visibility to our customers and their needs. We are able to think strategically and break out of silos, concentrating on consistent, excellent customer experiences around the world,” says Lee Congdon, CIO, Red Hat.
“Getting the system implemented was easy and we look forward to continuing our collaboration with Genesys.”
Red Hat plans to integrate the Genesys platform with Salesforce.com to achieve greater uniformity between cloud-based technologies in use by its Sales and Global Support Services organisations. They also plan to deploy the Genesys Workforce Management (WFM) solution and to deliver the full suite of Genesys solutions to other business units in the coming months.
“Multinational global enterprises like Red Hat are increasingly turning to Genesys because they realise that consistently great customer experiences build great businesses no matter where or how the experiences are delivered,” says Reed Henry, chief marketing officer, Genesys.
“We are committed to providing Red Hat the innovative customer experience solutions they need to differentiate themselves. Genesys is focused on helping enterprises of all sizes effectively engage customers across the customer journey, building trust and loyalty with every engagement.”
