Genesys Gold Partner Certification Awarded to Nuance
A milestone in the delivery of high-quality customer care was achieved by Nuance Communications, Inc. and Genesys Telecommunications Laboratories, as Genesys announced that Nuance has been recognized for their recertification as a Gold GVP Certified Partner.
Both Genesys and Nuance’s Enterprise Services team are committed to delivering the highest quality enterprise contact center solutions, and this award highlights the ongoing commitment to customers through the partnership. The Gold Partner Certification provides a framework for Genesys partners to manage Genesys Voice Platform competency and quality and be recognized for technical expertise and a superior record of customer service.
“Partnering with Nuance has created a win-win dynamic for the entire enterprise community offering individualized solutions to meet specific needs,” said Karl Holzthum, senior vice president, Worldwide Channels and Alliance , Genesys. “We’re pleased to welcome Nuance as a Gold Certified member of the Genesys Partner Program. Nuance and Genesys are helping enterprises transform their contact centers into dynamic business assets that provide excellent service and high agent productivity.”
Nuance Enterprise Services, formerly Viecore, Inc., is a leading consulting and systems integration organization specializing in enterprise-level customer interaction solutions for the contact center with deployment experience across all major vertical markets. Nuance’s services are focused on customer needs–whether business consulting services, application development, systems integration, solution optimization, or managed services. The service offerings are tailored to each customer’s requirements with end-to-end customer contact solutions that use the latest technologies, leading industry standards and platforms, and leverage the customer’s existing back-end databases and legacy systems to optimize customer interaction solutions and enhance the customer experience.
Organizations that are committed to delivering high-quality, differentiated customer care trust Nuance Enterprise Services to:
*** Maximize Contact Center Performance in order to get the most out of their contact center technology investments, whether the goal is to optimize self-service usage, route calls more effectively, or improve agent productivity;
*** Provide Complete Solution Delivery that mitigates risk and facilitates the ease and convenience of working with a single trusted provider to meet end-to-end customer interaction solution delivery needs for the contact center– from strategic planning through integration and optimization; and
*** Employ a Comprehensive Customer Experience Focus, which provides unique levels of caller insight and extensive contact center technology understanding to deliver solutions that optimize the complete customer experience while meeting business goals.
“Nuance is committed to providing enterprise customers with solutions that meet their individual needs, and our long-standing partnership with Genesys enables us to further deliver on this commitment bringing innovative solutions driven from industry best practices to our customers,” said Tom Chisholm, senior vice president, Nuance Enterprise Services. “The investment associated with evolving, building, or generally deploying call center solutions is a significant undertaking, and with the combined forces of Nuance and Genesys, enterprises will be able to leverage their existing investments to accelerate deployments and time to market.”
The Genesys Gold Certification initiative is key to the foundation of the Genesys Partner Program. Genesys launched the certification program in 2005 to meet the needs of its growing customer community by enhancing Genesys skills available through its ecosystem of partners. To qualify for Gold Certification status, a partner must meet the following criteria:
*** A proven history of customer implementations within the past two years;
*** High customer satisfaction – customers are surveyed;
*** A full lab system in place for all Genesys products certified and supported;
*** Extensive employee training for all Genesys products certified and supported;
*** Professional services methodologies and best practices in place and adhered to; and
*** Technical support infrastructure, personnel and practices in place.
About Genesys Telecommunications Laboratories, Inc.
Genesys is the only company that focuses 100% on software to manage customer interactions over the phone, web, and in e-mail. The Genesys software suite dynamically connects customers with the right resources – self-service or assisted-service – to fulfill customer requests, optimize customer care goals and efficiently use resources. Genesys software directs more than 100 million customer interactions every day for 4,000 companies and government agencies in 80 countries. These companies and agencies can leverage their entire organization, from the contact center to the back office, to improve the overall customer experience. As a result, Genesys helps stop customer frustration, drive efficiency, and accelerate business innovation.
For more information, please visit: http://www.genesyslab.com or visit the industry blog: http://www.betterinteractions.com
Alcatel-Lucent (Euronext Paris and NYSE: ALU) provides solutions that enable service providers, enterprise and governments worldwide, to deliver voice, data and video communication services to end-users. As a leader in fixed, mobile and converged broadband networking, IP technologies, applications and services, Alcatel-Lucent offers the end-to-end solutions that enable compelling communications services for people at home, at work and on the move. With operations in more than 130 countries, Alcatel-Lucent is a local partner with global reach. The company has the most experienced global services team in the industry, and one of the largest research, technology and innovation organizations in the telecommunications industry. Alcatel-Lucent achieved revenues of Euro 17.8 billion (as of today, USD $27.7 billion) in 2007 and is incorporated in France, with executive offices located in Paris .
For more information, please visit their website: http://www.alcatel-lucent.com
About Nuance Communications, Inc.
Nuance, (NASDAQ: NUAN), is a leading provider of speech and imaging solutions for businesses and consumers around the world. Its technologies, applications and services make the user experience more compelling by transforming the way people interact with information and how they create, share, and use documents. Every day, millions of users and thousands of businesses experience Nuance’s proven applications and professional services.
For more information, please visit their website: http://www.nuance.com