IST Expands Cloud Customer Experience Solution Offering with PureCloud by Genesys

October 4, 2017 - IST, the customer experience technology specialists, today announced that it has expanded its partnership with Genesys, the global leader in omnichannel customer experience and contact center solutions with the addition of the PureCloud by Genesys to its solution offering. Designed to help businesses in the Middle East deliver a consistent, seamless and personalized next-generation customer experience, PureCloud is a unified, all-in-one customer engagement and employee collaboration solution that’s intuitive, easy to use and quick to deploy. “With a proven track record of deploying Genesys-based solutions at leading regional organizations such as Careem, Dubai Islamic Bank, Mobily, SABIC, and STC, IST has quickly established itself as one of the most trusted Genesys partners in the Middle East,” said Mohamed Afifi, managing director, Middle East, Genesys. “Following the successful rollout of Genesys Omnicloud earlier this year, we are very pleased to expand the relationship with our Gold partner for the region with our latest PureCloud solution. This addition to IST’s portfolio will allow us to provide our Middle East customers best-in-class cloud-enabled customer engagement solutions. IST is already seeing significant demand for PureCloud from customers in the region. In fact, IST is currently working on launching PureCloud for Yalla Compare, a leading finance comparison site in the Middle East. With PureCloud, Yalla Compare will provide 40 agents and two supervisors access to a best-of-breed contact center solution that includes call recording, IVR flows, agents scripting, manual outbound dialing, real time and historical reporting and WebRTC Phones. PureCloud is a fully loaded cloud contact center delivering a wealth of functionality. The solution provides omnichannel engagement, speech enabled IVR, customized reporting and analytics, workforce optimization, outbound campaigns, CRM integrations, graphical agent scripting, and social channel management that delivers an exceptional customer experience. Key features include: * Lightning-fast deployment * Simple pricing, month-to-month terms * A modern web and mobile user experience * Unparalleled reliability and disaster recovery * Seasonal adoption to your dynamic market needs * A feature-rich solution for complete customer engagement * IP telephony and Collaboration services to your enterprise needs * Amazon Web Services elastic infrastructure with limitless capacity * A true cloud architecture that provides continuous improvements Commenting on the importance of Genesys PureCoud for IST customers in the region, Mohamed Fahmy, chief executive officer at IST, said, “Our Middle Eastern customers have shown a strong appetite for cloud solutions in an effort to lower capital expenditure costs. The scalability and flexibility of PureCloud can help organizations easily expand and shrink their contact center based on fluctuating business demands.” “That being said, one of the challenges facing many organizations when it comes to cloud contact center deployments is how to handle the voice traffic. With Genesys PureCloud’s Edge, all voice traffic will be handled locally at the customer office, while all contact center management and decision-making applications are hosted in the cloud. As such, we can offer our customers a proven, feature-rich solution that provides reliable voice traffic over the internet. Most importantly, it integrates all the different customer engagement channels into one solution, ultimately enabling businesses to offer the highest quality customer experience,” concluded Mr. Fahmy.