NTT AND GENESYS: WHY CLOUD
IS KEY TO CUSTOMER EXPERIENCE
Genesys offers its customers the ability to create
great customer moments for end users, as Heinrich
Welter, Territory VP EMEA Central and GM DACH,
explains. “We power around 70 billion interactions
per year, all focused around empathy - that is our
utmost aim. What we provide is the ability for agents
to deliver high quality interactions across all
channels.” Doing requires advanced technology,
and Genesys has duly been recognised in Gartner’s
Magic Quadrant. “What we do is powered by the
cloud. That in itself is an innovation driver, but along
with that we combine emerging technologies like
artificial intelligence.”
Genesys has a longstanding relationship with NTT,
dealing with large customers and clients with NTT
as a systems integrator. “What’s really important is
that NTT has made the full transition into the cloud.
As a systems integrator, you need to change to
support cloud - because it is a different form of
project. You need to be fully agile and adopt a
different type of deployment methodology. NTT is
creating the ecosystem required to successfully
deliver cloud projects, because when it comes to
the cloud, it’s about integration, bringing things
together and making things work in an ecosystem- not doing everything yourself.”
That’s been especially important in the pandemic,
with Genesys serving new customers who were
deciding in days to go to the cloud. “With NTT, we
were able to take them live after just 10 days,”
affirms Welter. “So it’s a very deep collaboration on
all levels, not only technology. As a supplier, you
need more than tools, you need knowledge of how
to use that technology, how to adopt it.”
Going forwards, Welter sees the cloud as only
becoming more vital to providing good customer
service, not least when combined with AI. “It really
requires the cloud, because you’re talking about huge
amounts of data processing, with the capabilities
needed only given via the cloud. That’s why we need
the close collaboration we have with partners who
follow the trends, such as NTT, to make sure that
clients understand that.” Welter further emphasises
that all this is in service of helping its customers
to become as customer centric as possible. “You
need to make sure that all your organisation’s
efforts are aligned around the customer - putting
the customer in the middle and structuring
everything around that.”
genesys.comMAKE CX
YOUR KEY
DIFFERENTIATOR
WITH GENESYS
AND NTT
NTT Ltd. and Genesys partners to deliver
a connected customer experience
We are here to help you simplify your
operations, empower your workforce,
deliver best-in-class customer experience
and stay ahead with NTT and Genesys.Download BrochureHeinrich Welter, Territory VP EMEA Central and GM DACH, discusses Genesys’
partnership with NTT and the role of technology in customer experience