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Genesys to deliver full EPOS product portfolio

05 Nov 2020

Customer experience and contact centre solutions provider Genesys has signed a deal with audio brand EPOS, which will enable Genesys to deliver the full EPOS product portfolio.

As part of the agreement, EPOS has launched fully interoperable products on Genesys’ customer experience solutions marketplace Genesys AppFoundry.

According to the two companies, the EPOS Connect integration will enhance the EPOS product lines with remote call control functionality across Genesys Cloud, Genesys Engage, and PureConnect.

Genesys states that All EPOS USB, Bluetooth and DECT headsets, including the IMPACT SDW 5000 DECT headset series are compatible with Genesys Cloud via EPOS Manager for Windows and Mac.

A server-side plugin that connects with EPOS Connect on the user’s PC enables customer service representatives to carry out their duties.

EPOS enterprise solutions vice president of product management, Theis Moerk, says,  “We are thrilled to have our leading audio solutions available for the entire Genesys product range. 

“To launch on the Genesys AppFoundry is an important step for us to truly provide call centre professionals with the tools they need to ensure excellent customer service and experience.”

Genesys ISV and technology alliances senior director Juergen Toklsdorf says it’s an exciting time for Genesys and EPOS.

“It is clearer than ever before that high-quality endpoints – collaboration tools like headsets and speaker phones – that match Genesys deployments are essential in enabling agents to deliver personalised and empathetic customer experiences.”

Genesys has also recently teamed up with QPC Australia and Australian financial institution Beyond Band to upgrade the bank’s ageing system.

QPC Australia rolled out Genesys Cloud with the aim of updating the bank’s contact centre platform. As a result, the bank enabled Genesys Cloud’s skills-based routing capability for calls to be directed to the most closely matched and skilled agent available.

Furhermore, when COVID-19 forced the country into lockdown in March, the Beyond Bank contact centre team was able to transition to remote work easily, ensuring employee health and wellbeing was maintained without a loss of employee productivity.

According to Genesys Australia and New Zealand vice president Mark Buckley, the feedback has been positive and shows how aligning with customers’ values is important to delivering exceptional customer experience. 

“At the end of the day, what is most important is putting the customer first, meeting and surpassing their expectations. We look forward to supporting Beyond Bank in bringing meaningful contact centre transformation through Genesys Cloud and being able to assist in the important milestones as it continues to grow.”