MEA October 2017

MEAMARKETS / October 2017 5 NEWS , On the 4th October, customer experience technology special- ists, IST announced that it has expand- ed its partnership with Genesys, the global leader in omnichannel customer experience and contact center solutions with the addition of the PureCloud by Genesys to its solution offering. Designed to help businesses in the Middle East deliv- er a consistent, seamless and per- sonalized next-generation customer experience, PureCloud is a unified, all-in-one customer engagement and employee collaboration solu- tion that’s intuitive, easy to use and quick to deploy. “With a proven track record of de- ploying Genesys-based solutions at leading regional organizations such as Careem, Dubai Islamic Bank, Mobily, SABIC, and STC, IST has quickly established itself as one of the most trusted Genesys partners in the Middle East,” said Mohamed Afifi, managing director, Middle East, Genesys. “Following the successful rollout of Genesys Omnicloud ear- lier this year, we are very pleased to expand the relationship with our Gold partner for the region with our latest PureCloud solution. This addi- tion to IST’s portfolio will allow us to provide our Middle East customers best-in-class cloud-enabled cus- tomer engagement solutions. IST is already seeing significant de- mand for PureCloud fromcustomers in the region. In fact, IST is currently working on launching PureCloud for Yalla Compare, a leading finance comparison site in the Middle East. With PureCloud, Yalla Compare will provide 40 agents and two su- pervisors access to a best-of-breed contact center solution that includes call recording, IVR flows, agents scripting, manual outbound dialling, real time and historical reporting and WebRTC Phones. PureCloud is a fully loaded cloud contact center delivering a wealth of functionality. The solution provides omnichannel engagement, speech enabled IVR, customized reporting and analytics, workforce optimiza- tion, outbound campaigns, CRM in- tegrations, graphical agent scripting, and social channel management that delivers an exceptional custom- er experience. Key features include: • Lightning-fast deployment • Simple pricing, month-to- month terms • A modern web and mobile user experience • Unparalleled reliability and dis- aster recovery • Seasonal adoption to your dy- namic market needs • A feature-rich solution for com- plete customer engagement • IP telephony and Collabora- tion services to your enterprise needs • Amazon Web Services elas- tic infrastructure with limitless capacity • A true cloud architecture that provides continuous improve- ments Commenting on the importance of Genesys PureCoud for IST custom- IST Expands Cloud Customer Experience Solution Offering with PureCloud by Genesys IST, the customer experience technology specialists, announced on the 4th October that it has expanded its partnership with Genesys, the global leader in omnichannel customer experience and contact center solutions with the addition of the PureCloud by Genesys to its solution offering. tray. As a result, users spend less time preparing documents for scan- ning and dealing with messy output stacks. The S2000 Series captures docu- ments at rated speeds between 50 and 80 pages per minute (ppm). They are compact, powerful, and easy to use with a robust feeding system that efficiently handles a wide range of media. Three op- tional flatbed accessories can be integrated with the scanners for in- creased versatility and productivity. For example, the S2000 Series is designed to ‘dock’ on top of the new Alaris Passport Flatbed Accesso- ry. This is a quick and easy solution for scanning passports and other small, fragile documents. Users can scan a passport photo-page in as little as two seconds – or two pages in about three seconds – at 300 dpi. There’s no need to place the doc- ument in a sleeve and it does not have to leave the sight of its owner. Alaris will have designated areas where experts will showcase solu- tions for the Banking & Finance, Government, and Business Pro- cess Outsourcing (BPO) segments, three verticals where the firm’s solu- tions have been widely adopted in the region. Some of Alaris’ high-pro- file customers include Sharjah Electricity and Water Authority (SEWA) , where the IN2 Ecosystem has been instrumental in helping the utility digitize massive volumes of documents. Alaris is also a stra- tegic partner of BPOs like InfoFort , Tejouri and RSTN that offer digital records management services to government agencies and private enterprises in the region. Partner and developer communities play a vital role in the ecosystem through their ability to connect, con- figure and create new solutions that meet customer needs. With this in mind, Alaris will also have a dedicat- ed area for resellers and system in- tegrators to learn more about its re- vamped Alaris Partner Programme. “Our new partner programme is de- signed to enable channel partners to offer best-in-class technology, sophisticated solutions and servic- es, and to grow their businesses,” said Samer Mihyar, MEAF Field Marketing Manager, Alaris Informa- tion Management. “We are eager to showcase our new partner portal, sales tools, incentives and technical resources designed to help partners win in the marketplace.” ers in the region, Mohamed Fahmy, chief executive officer at IST, said, “Our Middle Eastern customers have shown a strong appetite for cloud solutions in an effort to lower capital expenditure costs. The scal- ability and flexibility of PureCloud can help organizations easily ex- pand and shrink their contact center based on fluctuating business de- mands.” “That being said, one of the chal- lenges facing many organizations when it comes to cloud contact center deployments is how to han- dle the voice traffic. With Genesys PureCloud’s Edge, all voice traffic will be handled locally at the cus- tomer office, while all contact center management and decision-making applications are hosted in the cloud. As such, we can offer our custom- ers a proven, feature-rich solution that provides reliable voice traffic over the internet. Most importantly, it integrates all the different custom- er engagement channels into one solution, ultimately enabling busi- nesses to offer the highest quality customer experience,” concluded Mr. Fahmy.