Business process outsourcing company ibex, which also sells customer engagement technology solutions, recently announced a partnership with Genesys to offer next generation omnichannel customer experience (CX) and contact center solutions. The collaboration is expected to enable both companies to enhance and expand their CX and contact center offerings. Ibex’s Wave X technology platform will integrate with Genesys’s contact center-as-a-service solution Cloud CX to deliver expanded services and capabilities to enterprise clients.
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. 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. In addition, ibex has 31 operations facilities around the world, providing both customer support and the technology to drive it, for client companies in retail, e-commerce, healthcare, fintech, utilities and logistics.
Jim Ferrato, Chief Information Officer of ibex, noted that that partnership will enable ibex to offer a comprehensive range of next-generation CX solutions to its growing roster of blue chip and digital-first clients.
“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,” he said. “It will also offer enhanced flexibility and customization options to tailor solutions to meet specific enterprise needs.”
Brian Bischoff, SVP and General Manager, Genesys Cloud CX, said that combining the experience orchestration capabilities of Genesys Cloud CX with ibex’s AI-enabled Wave X platform will allow organizations to deliver more effortless, connected experiences for customers and employees.
“We are looking forward to partnering with ibex to enable businesses everywhere to scale empathy and drive trust and loyalty,” he said.
To hear more from Genesys about customer experience, join Peter Graf, chief strategy and operations officer, Genesys, for his keynote session at ITEXPO 2024, taking place February 13-15, 2024, in Fort Lauderdale, Florida, as part of the #TECHSUPERSHOW. Since 1999, ITEXPO has combined educational conference programming with a robust exhibit hall, networking events, and other activities, bringing together buyers and providers of business technology products and services that drive business success. Along with ITEXPO, #TECHSUPERSHOW includes MSP Expo, IoT Evolution Expo, Future of Work Expo, Enterprise Metaverse Expo, Generative AI Expo, and more.
Edited by
Greg Tavarez
