NTT AND GENESYS : WHY CLOUD IS KEY TO CUSTOMER EXPERIENCE
Heinrich Welter , Territory VP EMEA Central and GM DACH , discusses Genesys ’ partnership with NTT and the role of technology in customer experience
Genesys offers its customers the ability to create great customer moments for end users , as Heinrich Welter , Territory VP EMEA Central and GM DACH , explains . “ We power around 70 billion interactions per year , all focused around empathy - that is our utmost aim . What we provide is the ability for agents to deliver high quality interactions across all channels .” Doing requires advanced technology , and Genesys has duly been recognised in Gartner ’ s Magic Quadrant . “ What we do is powered by the cloud . That in itself is an innovation driver , but along with that we combine emerging technologies like artificial intelligence .”
Genesys has a longstanding relationship with NTT , dealing with large customers and clients with NTT as a systems integrator . “ What ’ s really important is that NTT has made the full transition into the cloud . As a systems integrator , you need to change to support cloud - because it is a different form of project . You need to be fully agile and adopt a different type of deployment methodology . NTT is creating the ecosystem required to successfully deliver cloud projects , because when it comes to the cloud , it ’ s about integration , bringing things together and making things work in an ecosystem - not doing everything yourself .”
That ’ s been especially important in the pandemic , with Genesys serving new customers who were deciding in days to go to the cloud . “ With NTT , we were able to take them live after just 10 days ,” affirms Welter . “ So it ’ s a very deep collaboration on all levels , not only technology . As a supplier , you need more than tools , you need knowledge of how to use that technology , how to adopt it .”
Going forwards , Welter sees the cloud as only becoming more vital to providing good customer service , not least when combined with AI . “ It really requires the cloud , because you ’ re talking about huge amounts of data processing , with the capabilities needed only given via the cloud . That ’ s why we need the close collaboration we have with partners who follow the trends , such as NTT , to make sure that clients understand that .” Welter further emphasises that all this is in service of helping its customers to become as customer centric as possible . “ You need to make sure that all your organisation ’ s efforts are aligned around the customer - putting the customer in the middle and structuring everything around that .”
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