BT Ireland first to deliver Genesys One to the Irish market

BT Ireland and Genesys to offer world-class contact centre solution to Irish companies

BT Ireland today announced that will be the first IT services & communications provider to deliver Genesys’ latest innovative proposition, Genesys One, to the Irish market.

Genesys is one of the world’s leading customer service solution providers and an established BT Ireland partner. The new single software solution uniquely packages Genesys’ world-class contact centre capabilities with innovative customer service best practices in the form of templates and applications, making it faster and easier to deploy a next generation contact centre.

BT Ireland in turn offers a breadth of capability to support the Irish contact centre industry from business and operational consulting, best practice and benchmarking, through to deployment and in life support.

Keith Wilkinson, vice president for the UK, Ireland and Africa, Genesys said,"We are delighted to announce this extension of our partnership with BT Ireland, and are excited to move forward with Genesys One in this market. Genesys One offers medium-sized businesses and enterprises a sophisticated solution with instant access to industry-leading technology as well as extensive customer service expertise, in order to deliver a great customer experience. Our extensive relationship with BT Ireland in the past means that together, we're in a great position to bring this solution to the market to offer organisations a simple and cost-effective approach to providing customer-centric service."

Commenting on the announcement, Shay Walsh, managing director of Business, BT Ireland said, “The world of customer contact and contact centres is evolving and changing at a breakneck pace. Customers now demand to interact with organisations via the channel that suits them and at a time of their choosing. They want this access via phone, web, smartphone and all social channels and they expect the organisations that they contact to both offer these channels and to follow their conversation across all these channels seamlessly.

Together with Genesys we can help organisations create this ‘omni-channel’ approach to customer service and empower organisations of all sizes to provide world-class care to their customers. We can also give agents much broader access to the information needed to manage customers’ interactions regardless of channel used and provide organisations with the ability to add new communication channels without significantly increasing complexity or cost,”

Shay Walsh, Managing Director of Business, BT Ireland.

On a global level, BT and Genesys have an 18 year relationship that dates back to 1994 when BT became the first Genesys customer in the UK. Today, BT is one of Genesy’s largest strategic global partners and currently manages the biggest hosted contact centre in Europe on a Genesys platform.

BT manages over 4000 contact centres worldwide with more than 100 of these served from its global hosted platform. In addition to being a CRM vendor, BT is also a practitioner, providing customer service tomillions of customers from its contact centres around the globe, which includes BT Ireland’s own award winning social media contact centre based in Enniskillen, Co. Fermanagh.