Red Hat switched to "cloud" contact center

On June 27, 2014 the Genesys company announced the choice of the solution Genesys Business Edition on the Customer Experience Platform platform by Red Hat company for optimization of work of "cloud" contact center, integration of open "cloud" technologies with resources of the company and its divisions.

Project Tasks

Red Hat is the world-class company, it is provided in 30 countries, has 80 offices and hundreds of agents of contact centers. For accurate functioning of contact centers implementing solution, having all advantages of work in "cloud" was represented important.

The solution Genesys offers flexible routing in real time, agents of contact centers can perform the work from any place in the world. Contact centers of Red Hat provide 24/7 support and world level of service required to implement the solution existing on a global scale without communication decline in quality.

Project Results

Using Genesys Customer Experience Platform Red Hat had an opportunity to make the customer service approved, personalized and with a minimum risk and costs to integrate all points and channels of interaction in one uniform universal chain. Such approach in work became an innovation for Red Hat.

"We are glad to cooperation with Red Hat company. Use of cloud contact center of Genesys by such international companies once again confirms that the complete multi-channel and structured customer service is necessary for modern business — Oleg Saushkin, the official representative of Genesys in Russia and the CIS noted. – Services of cloud contact center of Genesys are not presented at our market yet, but we see that these solutions purchase the increasing popularity in Russia and the CIS. We receive more and more addresses in this direction and we will be glad to offer shortly clients in our region and such method of customer interaction".