SYS-CON MEDIA Authors: Adine Deford, Larry Dragich, Cynthia Dunlop, Harry Trott, Xenia von Wedel

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NTT Communications Selects Genesys Customer Experience Platform for New Cloud-Based Contact Center Service

Genesys announced today that the company has recently entered into a partnership agreement with NTT Communications Corporation (Chiyoda-ku, Tokyo; President & CEO: Akira Arima) to deploy the Genesys Customer Experience Platform in the Arcstar Contact Center, a cloud-based contact center service that NTT Communications launched on May 2nd, 2014.

Leveraging their strength as a telecom carrier, NTT Communications offers business customers a one-stop service that includes telephone lines, data centers, and even network infrastructure. By integrating the Genesys Platform, NTT Communications’ Arcstar Contact Center is a robust cloud service that provides highly reliable contact center capabilities with rich functions that can be activated rapidly. The Arcstar Contact Center is based on NTT Communications’ Enterprise Cloud, a cloud service, and Arcstar Universal One, a VPN service, providing enterprises robust security and highly reliable services that can be monitored 24 hours a day, 365 days a year.

Arcstar Contact Center offers all users the following contact center capabilities from the Genesys Platform:

  • Call routing functions linked to a database that provides personalized responses
  • Real-time/historical reporting functions that can be customized specific to the company’s needs
  • A customer portal function that supports operational changes in real-time
  • Connection to business applications, allowing higher business efficiency and cost reduction
  • An IVR function that provides a flexible voice menu for the contact center, including voice guidance responses, call flow branching, and sophisticated routing that is linked in with the database

Additionally, optional functions including outbound, call recording, and CDR reporting are available as soon as service provision begins.

Leveraging its cloud architecture, Arcstar Contact Center customers can significantly reduce their contact center costs, maintenance and management and can deploy the service much faster than legacy, hardware-based solutions. Additionally, enterprise customers have the flexibility to deploy contact centers anywhere in the world and to scale usage based on changes in demand. Launched in May in Japan, NTT Communications plans on expanding the Arcstar Contact Center service globally.

“We are very pleased to have established a cloud partnership agreement with NTT Communications and honored that the Genesys Customer Experience Platform was chosen as the platform for the Arcstar Contact Center service,” said Bruce Eidsvik, Senior Vice President, Asia Pacific, Genesys. “Contact center solutions are rapidly being moved to cloud-based services in many markets around the world and we intend to collaborate closely with NTT Communications to support the expansion of the Arcstar Contact Center service, in Japan, and across the globe in the future.”

About Genesys

Genesys is a leading provider of multi-channel customer experience and contact center solutions. With over 4,500 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact center, front and back office. Genesys helps customers power optimal customer experiences that deliver consistent, seamless and personalized experiences across all touchpoints, channels and interactions.

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