Gestcom Deploys Genesys Cloud Solution for Customer Engagement

Gestcom, an outsourced contact centre provider, has deployed PureCloud by Genesys, a cloud-based customer engagement and employee collaboration offering.

Gestcom uses PureCloud by Genesys to operate its client contact centre staffed with 100 agents who provide customer service, technical support, and sales for diverse companies in industries including retail, hospitality, automobile and media.

PureCloud by Genesys is a unified, all-in-one customer engagement and employee collaboration solution that is easy to use and quick to deploy. A true cloud offering, PureCloud by Genesys is flexible, open, feature-rich, and built for rapid innovation.

According to Gestcom co-owner André Hurtubise, the company has already benefited from the stability of PureCloud by Genesys. “One of the major advantages with this customer experience solution so far is its high availability and stability, which allow us to sleep better at night knowing it just works.”

Hurtubise identified the solution’s scalability as an additional benefit. “The robust capabilities of PureCloud by Genesys enable us to easily accommodate the varying needs and complexity of our client accounts – from those with the simplest of contact centre set-ups to large clients requiring multichannel support, several lines, and complex IVRs in multiple languages.”

Gestcom also values the flexible, month-to-month subscription terms of PureCloud by Genesys. “As an outsourced provider of contact centre services, the solution’s pricing model is ideal,” said Hurtubise.

“We can easily adjust our subscription along with the seasonality of our clients’ business volume as well as overall demand for our services — enabling us to stay competitively priced and nimble.”

Hurtubise also cites as an advantage the all-in-one user interface of the customer experience solution for agents, supervisors, and business users. “We’ve benefited from the simplicity of PureCloud by Genesys when administering and configuring new users and functionality,” said Hurtubise.

“Agents can handle multiple interaction types, while supervisors and management can access very rich real-time reporting dashboards from the same easy-to-use interface.”

PureCloud by Genesys replaced an on-premise telephony system. “Since moving to the cloud, we’ve significantly reduced our on-site technology infrastructure, which has created internal efficiencies as well as real potential for long-term cost-savings.”

According to Hurtubise, Gestcom also expanded its service offering because of the added functionality available in PureCloud by Genesys compared to its previous solution. “We’ve added webchat and email as an interaction capability, offering further value for our customers and a new revenue stream for our business.”

PureCloud by Genesys has met the company’s expectations, and Hurtubise plans to invest further in the solution. “Today, we use PureCloud by Genesys to support nearly half of our clients’ contact centre operations, which averages about 2,500 voice calls per day. By June of this year we plan to move all client accounts to Genesys, more than doubling our investment and our usage.”

For more information, visit www.genesys.com