ibex and Genesys Partner to Deliver Omnichannel AI-enabled Customer Experience and Contact Center Solutions
September 14 2023 - 9:00AM
ibex (NASDAQ: IBEX), a leading global provider of business process
outsourcing (BPO) and customer engagement technology solutions,
today announced a partnership with Genesys®, a global cloud leader
in AI-powered experience orchestration, to offer next-generation
omnichannel customer experience (CX) and contact center solutions.
This collaboration will enable both companies to enhance and
expand their CX and contact center offerings. ibex’s award-winning
Wave X technology platform will integrate with Genesys Cloud CX®,
an all-in-one, composable contact center as a service and employee
experience solution, to deliver expanded services and capabilities
to enterprise clients.
As a modern, API-first experience orchestration platform,
Genesys Cloud CX enables organizations to coordinate every
interaction and touchpoint through a full suite of omnichannel
options, built-in employee experience, turnkey AI and end-to-end
journey optimization.
“We are delighted to partner with Genesys to offer the most
comprehensive range of next-generation CX solutions to our growing
roster of blue chip and digital-first clients,” said Jim Ferrato,
Chief Information Officer, ibex. “Leveraging Genesys Cloud CX as
part of our enterprise services will allow ibex to drive greater
automation, which will improve our employee experience and create
unified interfaces for all channels and solutions. It will also
offer enhanced flexibility and customization options to tailor
solutions to meet specific enterprise needs.”
Wave X is ibex’s AI-enabled technology platform designed to
improve the employee experience for agents, contact center
performance, and CX outcomes. Wave X delivers a complete CX
performance solution set, designed for the contact center, by the
contact center experts.
“Combining the revolutionary experience orchestration
capabilities of Genesys Cloud CX with ibex’s cutting-edge
AI-enabled Wave X platform will allow organizations to deliver
effortless, connected experiences for customers and employees,”
said Brian Bischoff, SVP and General Manager, Genesys Cloud CX. “We
are looking forward to partnering with ibex to enable businesses
everywhere to scale empathy and drive trust and loyalty.”
Later today, Genesys and ibex will host a webinar focused on the
impact of the cloud contact center on EX and CX performance. Join
experts Michael Thigpen, Jawad Abid, Jeff
Wise, Chris Becker, and Vince Montelione today at 2
pm ET for a deep-dive on the topic with key takeaways for taking
the next key step on your CX journey. Click here to register.
About ibex
ibex delivers innovative business process outsourcing (BPO),
smart digital marketing, online acquisition technology, and
end-to-end customer engagement solutions to help companies acquire,
engage, and retain valuable customers. Today, ibex operates a
global CX delivery center model consisting of 31 operations
facilities around the world, while deploying next-generation
technology to drive superior customer experiences for many of the
world’s leading companies across retail, e-commerce, healthcare,
fintech, utilities and logistics.
ibex leverages its diverse global team of over 30,000 employees
together with industry-leading technology, including its Wave X
platform, to manage nearly 200 million critical customer
interactions, adding over $2.2B in lifetime customer revenue each
year and driving a truly differentiated customer experience. To
learn more, visit our website at ibex.co and connect with us on
LinkedIn.
Media Contacts:Dan
BurrisDaniel.Burris@ibex.co
Investor Contact:Michael
DarwalMichael.Darwal@ibex.co
A photo accompanying this announcement is available at
https://www.globenewswire.com/NewsRoom/AttachmentNg/bd92ccbe-7b8a-4832-8cdb-61bb1a98e353
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