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Do you know what’s missing from your CX strategy?

960 640 Guest Post

By Genesys

Our team here at Genesys have been hard at work creating a digital consultancy solution focused on Omnichannel Contact Centre.  This is in the form of an online self-assessment that will enable you to benchmark against industry standards, identify relevant use cases, and define your CX strategy roadmap.  We’d like to invite you to take advantage of this digital consultancy.

This online self-assessment should take just 5 minutes to complete. Our system will then generate a bespoke report for you which we can walk through. You can also share this invitation with other contacts within your business to complete the assessment and we will correlate the results.

Your report will show anonymously benchmarked results, an assessment of your strengths and also a specific action plan to show you the fastest path to an optimised position.

Just click here to complete your self-assessment and receive your report today!

Genesys PureEngage now available on Oracle Cloud

960 640 Stuart O'Brien

Genesys PureEngage is now available to customers on Oracle Cloud Infrastructure, benefiting from integrations to Oracle Customer Experience (CX) CRM and Analytics, with joint customers able to gain a single view of customer information across marketing, sales and service, with rich computer telephony integration support.

Discussing the announcement, Inderjeet Singh, executive vice president of Independent Software Vendors (ISV), OEM and Java, Oracle, said: “This is an important stepping stone for Oracle and Genesys customers alike, especially those moving to the cloud who require full portfolio functionality, customisations and administrative control.

“Our joint customers can have complete confidence in deploying the Genesys PureEngage portfolio on Oracle Cloud.”

“Oracle and Genesys share a commitment to delivering the most innovative and fully integrated solutions,” Merijn te Booij, chief marketing officer of Genesys.

“Our joint customers can leverage the easy integration between Genesys and Oracle Cloud to help them scale performance and functionality across marketing, sales and service.”


Genesys predicted to buy Avaya call centre business…

800 450 Jack Wynn

According to reports, the global omnichannel contact centre and customer experience solutions leader, Genesys, is in negotiations to acquire a call centre business that its peer, Avaya, is hoping to sell for an estimated $4 billion.

Although sources from both parties are yet to comment on the potential deal, the sale would see Avaya, considered to be one of the world’s biggest providers of telephony systems, discard a significant part of its business to cope with its debt pile; alleged to have grown to $6 billion.

If the deal does happen, it would come in light of a $900 million investment by buyout firm Hellman & Friedman LLC in Genesys last month.

Reports also suggest that Genesys is one of many companies and private equity firms that have contacted Avaya about the sale.