Contact Center Solutions Featured Article

Anana Wins Two Prestigious Awards from Genesys

December 19, 2012

Anana (News - Alert), a specialist in 21st century communications solutions to the enterprise and telecommunications markets, has won two independently judged awards for dedication to innovation and focus on social engagement. The awards on customer service and customer innovation were presented at the G-Force customer and partner event in Barcelona this September.

Anana was the recipient of the ‘Customer Innovation Award 2012’ alongside two other prestigious organizations. One is American Airlines, which was recognized for its innovation in the Mobile Applications for Customer Service space; and the second was the University of Pennsylvania Medical Center. It received the award for excellence in customer service in a cross-channel Contact Center.

"Anana has established itself as delivering leading solutions in the evolution of customer service, focusing on digital, online and social engagement," commented Dave Tidwell (News - Alert), chief operations officer of Anana. "As a team, we are honored to have been recognized by both Genesys and wider industry analysts and to have been cited alongside giants such as American Airlines and a world leading Medical Centre. The team has worked extremely hard on delivering excellence in brand new fields for the operational use of social media in the contact center, and we are looking forward to expanding this with Genesys (News - Alert) into the mobile space. It is both exciting and extremely rewarding to be able to assist so readily in the digital brand aspirations of our customers and clients. Winning awards for innovation too is simply inspiring."

"We are delighted to present Anana with these two awards at our recent customer event," commented Keith Wilkinson, vice-president for the UK & I and Africa, Genesys. "The awards are a great testament to the work the company has done with the Social Engagement solution, and recognize the importance of Anana’s continued innovation within customer service, as well as deploying social media-enabled contact centers in today's market."

Anana focuses on delivering solutions for managing customer interactions across all media and channels. Innovative Anana Briefing Center (ABC) was launched last year. It is a major multi-million center which enables companies to experience Genesys multi-channel, multi-media customer engagement solutions first hand. Since the launch of ABC, Anana has had impressive commercial and technical successes. It has secured two Fortune 500 organizations for the Genesys Social Engagement solution. Anana clients have been managing millions of social media interactions a year using the Genesys solution.

Genesys multi-channel, multi-media customer engagement solutions integrate every social interaction, from Facebook and Twitter (News - Alert), into their customer service solutions alongside SMS, MMS, Voice, eMail, White-Mail, Web-chat, Call-back and Mobile Applications for Customer Service.

This is the first time Genesys Customer Innovation Award has been awarded to a partner rather than a Genesys customer. The jury comprised of a panel of leading industry analysts including Gartner and Frost & Sullivan (News - Alert).




Edited by Brooke Neuman

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