Outsourced contact center provider Gestcom deployed PureCloud by Genesys, a cloud-based customer engagement and employee collaboration offering.
Gestcom provides customer service, technical support, and sales for diverse companies in industries ranging from retail, hospitality, automobile and media.
PureCloud is a customer engagement and employee collaboration solution, which replaced Gestcom’s an on-premise telephony system.
“Since moving to the cloud, we’ve significantly reduced our onsite technology infrastructure, which has created internal efficiencies as well as real potential for long-term cost-savings,” said Gestcom co-owner André Hurtubise.
Hurtubise noted that one of the major advantages with this customer experience solution so far is its availability and stability. Additionally, the solution is scalable.
“We’ve benefited from the simplicity of PureCloud by Genesys when administering and configuring new users and functionality,” said Hurtubise. “Agents can handle multiple interaction types, while supervisors and management can access very rich real-time reporting dashboards from the same easy-to-use interface.”
