Genesys®, the global leader in cloud customer experience and contact centre solutions announced today that it is working with Arvind Ltd. Telecom Division, India’s leading provider of Enterprise-wide Converged Technology Solutions, to launch Omnipremise, a unified Contact-Centre-as-a-Service (U-CCaaS) solution. Arvind’s omnichannel solution, offered in partnership with Genesys®, will be made available to organisations across India via Enkay Converged Technologies LLP, a leading Converged Technology solutions firm specialising in Unified Communication technologies on a pan India basis in collaboration with Customer Experience Lab (CeX Lab).
“Small and medium-sized contact centers are forecasted to grow at a rapid pace in India. Omnipremise is designed to equip organisations in this segment with an all-in-one modular platform that leverages cloud and Artificial Intelligence (AI) to deliver personalised experiences to their end customers across all channels at an attractive price point. This will enhance their competitive edge and allow them to compete on the same level as their larger counterparts, accelerating the overall growth of the industry,” said Raja Lakshmipathy, Managing Director of Genesys India.
The offering called ‘Omnipremise’ includes a scalable IT infrastructure powered by the Genesys Omnichannel enabled multicloud platform. Omnipremise is curated with CeX Lab to help customers build a winning position in the marketplace.
Unlike popularly available models of a shared cloud offering, Omnipremise provides options for an Enterprise private cloud, equipping businesses with the power of complete data ownership, security and full customisation capabilities. It also has on-demand communication capabilities such as Voice, Email, Chat, In-App conversations, Bot, Social, Playstore, App Store, interaction analytics and a ready plugin with dozens of popular integrations with multiple Customer Relationship Management (CRM), Analytics, AI, Machine Learning (ML) and WEM (Workforce Engagement Management) providers.
Omnipremise also provisions access of APIs through which businesses can design custom workflows and build conversational AI capabilities that are a perfect fit for their business. As a result, it provides an all-in-one modular platform to help deliver a futuristic customer experience at a never before pay-per-user business model.
“We are excited to bring the U-CCaaS offering for customers in India – making it more affordable for mid-size customers and eminently manageable for large enterprises,” said Vipen Malhotra, President & CEO for Arvind’s Telecom business.
Additional Quotes:
“Omnipremise is a perfect fit for organisations wishing to tap the fast-growing digital market but are unable to commit the significant amount of investment required for traditional omni-channel contact solutions. Enkay is thrilled to be working with a technology market leader such as Genesys to
deploy Omnipremise for digital organisations across India, and we look forward to building an exciting future together,” said Sandeep Kerulkar, Chief Operating Officer of Enkay Converged Technologies LLP, a subsidiary managing Arvind’s Telecom business for large enterprises.
“We are delighted to be an integral part of the U-CCaaS offering. Our CX consulting and tech expertise adds up to the model collaborating with Genesys and Arvind in delivering a complete package of infrastructure, technology and associated services as pay per use model that is unique and first to be offered in the market. Bundled with CX consulting, our customers saw effective and faster time to implement as well as a faster realization of value from the tech investments – a feat that helped us achieve 3X growth in the region,” remarked Sharat Chandra, Founder, CEX Lab – a leading CX consulting firm in APAC, partnering Arvind Ltd for the U-CCaaS.
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About Genesys
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys CloudTM, an all-in-one solution and the world’s leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com/en-sg.
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