KDDI Leverages the Genesys Platform to Provide a Comprehensive Range of Cloud-Based Contact Center Solutions

Sydney, Australia – August 22 2012 – Genesys, a provider of customer experience solutions, today announced at its G-Force customer event that Genesys Japan has entered a hosted managed service provider agreement with KDDI Corporation—the first of its kind for Genesys in Japan. KDDI is one of the largest carriers in Japan that operates both fixed and mobile services and will offer a new cloud-based contact center solution based upon Genesys.

Key Facts:

  • Today, companies are rapidly deploying cloud-based contact centers to reduce costs, engage customers, and rapidly deploy new customer service applications. According to the results of a recent survey published in Japan by Ric Telecom and the Call Center White Paper, cloud-based infrastructures are expected to mainstream within Japan. As part of the survey, 215 Japanese enterprises were interviewed, with 32 percent indicating they had already taken advantage of cloud services or were seriously considering switching to cloud services when they replace their existing and legacy systems. Additionally, 50 percent of enterprises in Japan also stated that they had implemented or were considering implementing cloud-based customer service applications to replace legacy PBX and CTI systems.
  • Genesys and KDDI plan to tap this growing demand for cloud-based contact center solutions within Japan by jointly offering the leading customer service platform from Genesys. The strategic relationship with Genesys enables KDDI to immediately offer cloud-based customer service solutions to its customers by incorporating Genesys contact center applications with its existing telephony services.
  • KDDI plans to initially launch an inbound contact center offering – incorporating Genesys voice routing and reporting capabilities in the cloud, with plans in the future to add additional Genesys interaction capabilities such as e-mail, social media, and the management of back office operations.

Key Quote:

“This strategic agreement with KDDI expands the range of deployment options available to Genesys enterprise customers in Japan,” said Hideki Wachi, President of Genesys Japan. “This agreement provides flexibility to our customers that complement our premise-based solutions with new cloud-based benefits such as cost savings, speed of implementation, and scalability. In the future, Genesys remains committed to offering flexible and powerful solutions – both on premise and in the cloud – to our enterprise customers.”

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