Contact Center Solutions Featured Article

G3, Genesys Power TPS UC Deployment

September 26, 2018

G3 Comms is outfitting TPS with a unified communications solution as part of a three-year, seven-figure deal. This engagement involves new local area networks all of its 82 contact center locations, MPLS network connections from TPS to bring all that together, and a cloud-based contact center from Genesys.

TPS is a Volkswagen Group company. It supplies parts for Audi, Seat, Skoda, and VW vehicles in the U.K.

Genesys is a contact center solutions provider. Its PureCloud is an omnichannel customer care solution that runs on Amazon Web Services. This Genesys offering includes dashboards that allow contact centers to easily understand what’s happening and spot trends related to their agents, locations, and customers.

And G3 Comms helps organizations optimize their UC solutions. In addition to providing connectivity via its MPLS network, the company has integration expertise and a broad ecosystem of partners. And it can help organizations align technology with their specific business goals.

It created and implement a complete UC solution for TPS in just two months.

“The eight-week timeframe, though very short, is in line with similar projects that we have delivered in the past,” said Tim North, Head of Contact Centre Practice at G3 Comms. “We are one of the few systems integrators who can deliver an end-to-end solution with a full managed service wrap that makes it quick and painless to deliver a comprehensive, cloud-based unified communications service.”

He added: “Because we have our own network, customers like TPS don’t have to deal with multiple technology partners – we handle every aspect of the solution, from design and application selection through to implementation and integration, followed by ongoing management.”

In addition to the MPLS, this deployment is leveraging a private connection into the PureCloud AWS instance to assure quality of service, and SIP trunking into the PSTN for call routing to the contact centers.

Edited by Maurice Nagle