Leading Human Resources Technology and Services Company Leverages Genesys to Deliver Consistent Customer Experiences Across Communication Channels

DALY CITY, CA — September 24, 2014 — Genesys (www.genesys.com), a leading provider of customer experience and contact center solutions, announced today that Empyrean Benefit Solutions, Inc. (Empyrean), a leading human resources technology and services company, has selected the Genesys Customer Experience Platform to enhance the experience the organization provides for employers, insurance brokers and healthcare exchanges that use Empyrean to administer employee benefits.

Leveraging the multi-channel capabilities of the Genesys Platform, Empyrean can provide a more consistent customer experience across communications channels, including voice, email and chat. The company will also implement Genesys Interaction Recording to record customer interactions – which can be stored and analyzed for quality control, coaching and customer issue resolution.

The Genesys solution supports the reputation Empyrean has earned for its continuous focus on world-class services delivered through innovation, benefits administration and smart technology. Leveraging the SIP communications capabilities of the platform, Empyrean can extend the Genesys Customer Experience Platform to employees anywhere, supporting the seasonal benefits enrollment nature of customer interactions. This flexibility provides the company with a more scalable and innovative customer experience solution as the company redefines the benefits administration and enrollment marketplace. 

“We are thrilled to have been selected by Empyrean to extend their market differentiation for industry-leading service,” said Tom Eggemeier, Chief Customer Officer at Genesys. “Pairing the Genesys Customer Experience Platform with Empyrean’s benefits technology platform creates a powerful combination to deliver greater levels of customer engagement.”

About Genesys

Genesys is the market leader in multi-channel customer experience (CX) and contact center solutions in the cloud and on-premises. We help brands of all sizes make great CX great business. The Genesys Customer Experience Platform powers optimal customer journeys consistently across all touchpoints, channels and interactions to turn customers into brand advocates. Genesys is trusted by over 4,500 customers in 80 countries to orchestrate more than 100 million digital and voice interactions each day. Visit us at www.genesys.com or call us at +1.888.436.3797.

About Empyrean

Empyrean Benefit Solutions is one of the fastest-growing providers of technology and services for managing health and welfare benefits programs. Empyrean provides enrollment, eligibility management, ACA services and compliance, as well as a range of other plan administration services to three distinct markets: employers, insurance brokers and healthcare exchanges. Empyrean brings together the industry’s most advanced benefits technology platform with a market leading domain expertise.

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