CX Engagement Center
All-in-one cloud contact center solution. Connect phone, email, chat, and social through one easy-to-use tool.
GENESYS
Al Futtaim Technologies has been a proud Gold Partner of Genesys with 9 years of consistent success with the region. We have the largest Genesys talent pool of certified resources in UAE with enormous experience in cloud and premise hybrid models offerings. Our success stories have been well recognized within the region and Al Futtaim has been proud recipient of various awards from Genesys. We are well equipped from people, process and technology standpoint, to serve digital transformation programs of our prestigious customers.
Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a ServiceSM, our vision for empathetic customer experiences at scale. With Genesys, Al Futtaim has the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.
Genesys Recognized by Gartner® as a Leader in the August 2021 Magic Quadrant™ for Contact Center as a Service.Get the report.
Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a ServiceSM, our vision for empathetic customer experiences at scale. With Genesys, Al Futtaim has the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.
Genesys Recognized by Gartner® as a Leader in the August 2021 Magic Quadrant™ for Contact Center as a Service. Get the report.
Resources
Everything in
One Place
Empower your agents with a 360-degree view of the customer.
Lightning-fast Deployment
Deploy in minutes while meeting compliance requirements.
Proven
Availability
Configured with redundancy for ultimate reliability.
Integrates With the System You Use Today
You deserve tools that are not only work well, but work well together.
The Genesys Cloud platform makes relationships simple
Offer unparalleled reliability and consistent experience no matter how your customer contacts you.
Outbound Campaigns (Dialer)
Execute dial modes and campaign tactics that keep agents productive, costs low and contact rates high.
Workforce Optimization
Capabilities include multichannel recording, quality management, workforce management, performance monitoring and more.
Speech-Enabled IVR
Includes a simple drag-and-drop editor for setting up menus, out-of-the-box keywords, and robust multilingual support.
WebRTC Softphone
Use your browser as a phone. Simply plug in your headset and go!
Omnichannel Routing
Your customer can connect with you on any channel and your system will recognize that customer, and route them to the best agent or support tech.
Dashboard and Reports
With a single dashboard, access information on current state, as well as historical metrics across all media types
Integrates with the systems you use today
You deserve tools that not only work well, but work well together.
More than 1,400 companies in over 100 countries trust the GenesysCloud® platform to orchestrate seamless omnichannel customer journeys and build lasting relationships.
Al-Futtaim Group
AFG CC Managed Services
- increase in agent productivity
- increase in bank satisfaction on the Genesys platform
- Met compliance requirements associated with the programs for payment and collections, KYC submission reminders
- proactive engagement with customers to build loyalty on their terms
- met business goals without compromising customer experience while maximizing expert productivity and simplifying compliance
- Imporved agent performance through better quality management and score cards
Commercial Bank of Dubai
Contact Center HA/DR Project
- Increase in FCR
- Eliminated single points of failures
- increase in agent productivity
- increase in bank satisfaction on the Genesys platform
- Met compliance requirements associated with programs for payments and collections, KYC submission reminders
- proactive engagement with customers to build loyalty on their terms
- Met business goals without compromising customer experience while maximizing expert productivity and simplifying compliance
Emirates post group
EPG contact center implementation
- Easy status on postal tracking and booking using IVR Self Services
- Proactive IVR based outbound notifications increased customer satisfaction and loyalty
- Met Compliance requirements associated with programs for payment and collections
- Integrated sage CRM for 360 degree view of customers coming voice and digital interactions
- improved campaign and agent performance with integrated analytics
- Omni channel desktop implemented for voice and digital channels
- Improved agent performance through better quality
Emirates Airline
EPG contact center implementation
- Easy status on postal tracking and booking using IVR Self Services
- Proactive IVR based outbound notifications increased customer satisfaction and loyalty
- Met Compliance requirements associated with programs for payment and collections
- Integrated sage CRM for 360 degree view of customers coming voice and digital interactions
- improved campaign and agent performance with integrated analytics
- Omni channel desktop implemented for voice and digital channels
- Improved agent performance through better quality
Jaguar Land Rover
EPG contact center implementation
- Easy status on postal tracking and booking using IVR Self Services
- Proactive IVR based outbound notifications increased customer satisfaction and loyalty
- Met Compliance requirements associated with programs for payment and collections
- Integrated sage CRM for 360 degree view of customers coming voice and digital interactions
- improved campaign and agent performance with integrated analytics
- Omni channel desktop implemented for voice and digital channels
- Improved agent performance through better quality
RAK Bank
EPG contact center implementation
- Easy status on postal tracking and booking using IVR Self Services
- Proactive IVR based outbound notifications increased customer satisfaction and loyalty
- Met Compliance requirements associated with programs for payment and collections
- Integrated sage CRM for 360 degree view of customers coming voice and digital interactions
- improved campaign and agent performance with integrated analytics
- Omni channel desktop implemented for voice and digital channels
- Improved agent performance through better quality
See the GenesysCloud platform in action with a free trial
Your free trial gives you access to all agent, supervisor, and admin features and functionality. You can check out chat, email, voice calls and simple IVR flows.  You can even test standard integrations with other apps like Salesforce, Zendesk and Microsoft Dynamics. If you want to validate a more complex setup, we’ll  work with you to create a plan to ensure you get all your questions answered. * A minimum number of agent seats may apply.
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United Arab Emirates
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