Genesys: enhancing customer experience in the digital age


In a world where all competitors are pitching the same concepts of omnichannel management, digital transformation, 360 degree vision and customer satisfaction, the true actors differentiate themselves by providing undisputed implementation references rather than concepts.

Partnering with Genesys to enrich customer experience

Genesys, the world’s number one customer experience platform, empowers companies to create exceptional omnichannel experiences, journeys and relationships. For over 25 years, Genesys has put the customer at the center of its strategy, believing that great customer engagement drives great business outcomes.

Genesys and Orange Business Services have combined their portfolio aiming at enriching customer experience by addressing three key business needs:

  • Omni channel engagement allowing a comprehensive vision of customer interactions across all channels and overtime “one” conversation
  • Workforce optimization empowering Contact Center employees with advanced desktop solutions integrated with CRM or IT systems, skill and knowledge dynamic management (included analytics and prediction tools)
  • Business optimization expanding customer experience to the whole company back office and branch offices; introducing new services thanks to the data analysis (Analytics)

Customer experience or how to interact in a personalized relationship

Our common strategy takes into consideration two main market facts:

  • Digital is reshaping the customer relationship
  • Consumers are looking for customized and personalized services along their journey when engaging with a brand

To boost our common successes, we have shaped our customer profile:

  • Contact center above 250 seats
  • Multinational footprint with contact center people in different countries
  • Vertical approach based on our experience (banking, insurance, airlines, etc.)
  • Focusing on existing contact center access customers
  • Willingness to move or reinvent their existing contact center organization to digital

Our common strengths rely on :

  • The alliance of two leaders recognized by analysts (Gartner Magic Quadrant)
  • Truly global with undisputed references as proof points, we push the boundaries of the customer experience in 220 countries
  • Huge customer base with personalized delivery thanks to development capability and certified skill centers over three continents
  • Sales and presales alignment between both companies to expand our footprint
  • Unique market offer with all digital delivery models: on-premise, cloud and hybrid
  • End-to-end service management from call collection, data connectivity, Genesys solutions and end-user workspace

Creating lasting customer experiences in the digital age

  • Managed Voice Portal, perfecting your self-service experience
  • Managed Contact Center, wow your customers
  • Managed Contact Center Premium
Visit Genesys

Founded in 1990 and headquartered in Daly City (USA), Genesys sells customer experience and call center technology to mid-sized and large businesses. It sells both cloud-based and on-premises software.

  • Genesys is trusted by over 5,000 companies in more than 100 countries and has over 3,000 employees deployed in worldwide offices in Canada, Latin America, Europe, the Middle East, Africa, Asia, and Australia
  • US $850 million turnover in 2014