1 million customers currently served by Genesys Customer Experience Platform in native Arabic languages
Genesys, the market leader in omnichannel customer experience (CX) and contact centersolutions, today announced the introduction of the Genesys Customer Experience Platform in Arabic. The platform now enables companies and organizations throughout the Arab world to fully orchestrate their customer engagements across all voice and digital channels and touchpoints in native Arabic languages.
Arabic speakers in contact centers and knowledge workers across the organization now have access to an array of capabilities, including support for all channels, reporting and analytics, workforce management, and speech and text analytics. The capabilities will manage customer interactions across a customer journey and lifecycle and benefit organizations across a range of industries, including government, telecommunications and financial services.
"With 400 million native speakers, the Middle East is a very important market for Genesys and a cornerstone for future growth," said Mohamed Afifi, Managing Director for Genesys in the Middle East. "Providing a local customer experience solution that addresses the real challenges of the region has been our priority, and today's announcement is testament to our commitment to this emerging market."
As part of this initial rollout, the Genesys Arabic-language interface is already used by Genesys customers that include Vodafone Egypt in the UAE and Saudi Arabia and handles over 3 million customer interactions daily.
"We are proud to be the number one mobile operator in Egypt with the largest customer base, as well as providing leading secure and accessible services for our customers through the latest technologies and the best customer experience," said Ashraf Helal, Commercial Operations Unit Director, Vodafone Egypt. "We are excited about the Genesys platform tailored for Arabic which helps us to provide the best-in-class service to our customers regardless of their location, device they use, communication channel they prefer or language they speak."
The capabilities of the Arabic-supported Genesys Customer Experience Platform include:
· Support for All Channels: Companies and organizations can provide consistent customer experience at the right time across all channels and touchpoints, including voice, web chat, email, mobile and social media. Omnichannel customer experience solutions allow contact center agents to switch between channels without losing the context of customer interactions.
· Speech & Text Analytics: Speech & Text Analytics can provide accurate text transcripts of calls in different Arabic dialects, including Khaleeji, Levantine and Egyptian. This feature will enable organizations to know why customer are calling, evaluate agents using new metrics, identify training requirements for agents and also see what topic or issue is trending in the contact center. Additionally, text analytics allow organizations to analyze text-based interactions on email, chat, and social media.
· Omnichannel Desktop: This provides agents and knowledge workers with a single omnichannel desktop with access to the information, processes and applications needed during customer interactions. Within the contact center and across the enterprise, Genesys Interaction Workspace enables users to employ the application without consuming a large amount of desktop real-estate. The user interface of this product is in Arabic, including navigation menus, so agents and knowledge workers can work with ease in their native language. Teams are also able to efficiently handle customer-entered Arabic data in chat sessions and emails.
· Reporting & Analytics: Web-based performance dashboards offers contact center managers and supervisors real-time access to key performance indicators. With Genesys Pulse, users can monitor the status of their queues and gain actionable insights into individual and team performance.
· Workforce Planning: This solution supports all communication channels and work items through integration ofGenesys Workforce Management with the Genesys Customer Experience Platform and omnichannel routing. Statistics such as volume and handling time are automatically available so that the operations team can focus on creating accurate forecasts and cost-effective workforce schedules instead of manually processing data.
The Arabic edition of the Genesys Customer Experience Platform is officially available around the world for both on-premises and cloud deployments. Three editions are available: Genesys Enterprise Edition, Genesys Business Edition andGenesys Premier Edition.
In addition to Arabic, the platform is also available in 15 additional languages including English, German, French (France), French (CAN), Portuguese, Spanish, Italian, Czech, Russian, Turkish, Polish, Simplified Chinese, Traditional Chinese, Japanese and Korean.
© Press Release 2016
