Contact Center Solutions Featured Article

Genesys, an Alcatel-Lucent company, has announced an increase to its presence in Canada by adding key resources to support its continued growth in the customer service market and expansion in the region.


Canada is slated to become the hub of Genesys North America Technical Support Operations for all Tier One and Tier Two support. This division is now set to open its new building in Saint John, N.B., complete with full Lab and testing facilities and Quality Assurance (QA) Operations for North America, later this year.

"Organizations in Canada continue to invest in customer care and it's proving to be a resilient market for the adoption of customer service technologies," said Canadian-based industry analyst, Sheryl Kingstone in a statement. Kingstone is director of Yankee Group's Enterprise Research.

 

Genesys also elevated both management and field resources in Canada with new appointments handed out to several key employees. This country now represents a separate sales region with Tom Breneol serving as a regional manager to lead the sales and field marketing efforts.

Jeff Thompson has been identified as the person to lead strategic solutions, working with Genesys partners and customers in an effort to develop and engineer solution sets for improving customer service. In the area of software development, Mike Hulme will lead North American testing and architecture management for Canada.

"Putting an emphasis on customer service often means linking customer care to broader business issues, and in Canada we're seeing a strong desire from organizations to turn their contact centers into strategic opportunities. When the customer experience improves customer loyalty improves," added Kingstone.

Key Genesys customers, for instance, including Canadian-based Scotiabank, have been recognized as being among the world’s leading customer service companies. Scotiabank implemented next-generation services for voice-enabled customer service, proactive customer service, and cross channel customer service leveraging voice, SMS and email.

Genesys released a study last fall that showed a disconnect between the metrics monitored in the contact center and the information required by the business at large. While 75 percent of businesses make key decisions based on customer lifecycles, only 22 percent of contact center actually deliver any information in this area.   

The company hopes to change these numbers by providing customers with the solutions they need to take action on information. This latest announcement regarding its plans for the Canadian market are expected to deliver significant opportunity for the company and its customers.