Contact Center Solutions Featured Article

Nuance Communications and Genesys Telecommunications Laboratories are making the rounds in the news today. The two companies achieved a milestone in the delivery of high-quality customer care, with Genesys announcing that Nuance has been recognized for the recertification as a Gold GVP Partner.


Both companies have proven their commitment to delivering the highest quality enterprise contact center solutions. This award highlights the ongoing commitment to customers through the partnership.

The Gold Partner Certification provides the framework for Genesys partners to manage Genesys Voice Platform competency and quality and to be recognized for technical expertise and superior record of customer service.

"Partnering with Nuance has created a win-win dynamic for the entire enterprise community offering individualized solutions to meet specific needs," said Karl Holzthum, senior vice president, Worldwide Channels and Alliance, at Genesys, in a Tuesday statement. "We're pleased to welcome Nuance as a Gold Certified member of the Genesys Partner Program. Nuance and Genesys are helping enterprises transform their contact centers into dynamic business assets that provide excellent service and high agent productivity."

Formerly Viecore Inc., Nuance Enterprise Solutions is a consulting and systems integration organization that specializes in enterprise-level customer interaction solutions for the contact center with deployment experience across all major vertical markets.

The company’s services are focused on customer needs, including business consulting service, application development, systems integration, solution optimization or managed services.

Tailored to each customer’s requirements, the service offerings include end-to-end customer contact solutions that use the latest technologies, leading industry standards and platforms to leverage the customer’s existing back-end databases and legacy systems. As a result, the company enables customers to optimize customer interaction solutions and enhance the customer experience.

 

 

Chisholm continued: "The investment associated with evolving, building or generally deploying call center solutions is a significant undertaking, and with the combined forces of Nuance and Genesys, enterprises will be able to leverage their existing investments to accelerate deployments and time to market."

To qualify for Gold Certification status, a partner must meet the following criteria: a proven history of customer implementations within the past two years; high customer satisfaction - customers are surveyed; a full lab system in place for all Genesys products certified and supported; extensive employee training for all Genesys products certified and supported; professional services methodologies and best practices in place and adhered to; and technical support infrastructure, personnel and practices in place.

While it is a given that Nuance already has a strong name in the contact center industry with its robust speech technology solutions, this certification from Genesys will help to strengthen the company’s positioning even more in the global contact center marketplace.

As industries continue to face increased competition, the customer service experience is often the only thing that can set a company apart from its competition. With help from companies such as Nuance and Genesys, these companies will be better positioned to compete with quality customer service deliverables.