Genesys and ibex Partner to Deliver Next Generation CX Solutions

Genesys and ibex have announced a partnership to offer next-generation omnichannel customer experience (CX) and contact centre solutions.

This collaboration will enable both companies to enhance and expand their CX and contact centre offerings. ibex’s award-winning Wave X technology platform will integrate with Genesys Cloud CX, an all-in-one, composable contact centre as a service and employee experience solution, to deliver expanded services and capabilities to enterprise clients.

As a modern, API-first experience orchestration platform, Genesys Cloud CX enables organizations to coordinate every interaction and touchpoint through a full suite of omnichannel options, built-in employee experience, turnkey AI and end-to-end journey optimization.

“We are delighted to partner with Genesys to offer the most comprehensive range of next-generation CX solutions to our growing roster of blue chip and digital-first clients,” said Jim Ferrato, Chief Information Officer, ibex.

“Leveraging Genesys Cloud CX as part of our enterprise services will allow ibex to drive greater automation, which will improve our employee experience and create unified interfaces for all channels and solutions. It will also offer enhanced flexibility and customization options to tailor solutions to meet specific enterprise needs.”

Wave X is ibex’s AI-enabled technology platform designed to improve the employee experience for agents, contact centre performance, and CX outcomes.

Wave X delivers a complete CX performance solution set, designed for the contact centre, by the contact centre experts.

“Combining the revolutionary experience orchestration capabilities of Genesys Cloud CX with ibex’s cutting-edge AI-enabled Wave X platform will allow organizations to deliver effortless, connected experiences for customers and employees,” said Brian Bischoff, SVP and General Manager, Genesys Cloud CX.

“We are looking forward to partnering with ibex to enable businesses everywhere to scale empathy and drive trust and loyalty.”

About Genesys

Every year, Genesys orchestrates billions of remarkable customer experiences for organisations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organisations can realise Experience as a Service, our vision for empathetic customer experiences at scale. With Genesys, organisations have the power to deliver proactive, predictive, and hyper personalised experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement.

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