IST Expands Cloud Customer Experience Solution Offering with PureCloud by Genesys

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.

We are quite excited IST is now offering PureCloud in the Middle East Market. This cloud customer engagement solution is so powerful and easy to use, and provides businesses a scalable and flexible solution to meet their needs, both today and tomorrow,” said Mohamed Afifi, managing director, Middle East, Genesys. “We are very proud of the work already done by the IST team with their OmniCloud digital customer engagement offering that was released earlier this year and believe that now, with PureCloud, we are positioned to meet all market needs.” 

IST is already seeing significant demand for PureCloud from customers in the region. In fact, IST is currently working on launching PureCloud for a leading finance comparison site in the Middle East. With PureCloud, the organization 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.