Genesys deploys Customer Experience Platform for NTT Comm’s Arcstar contact center

Genesys will deploy the Genesys Customer Experience Platform for NTT Communications’ cloud-based contact center in Arcstar.

Arcstar Contact Center, which offers telephone lines, data centers, and network infrastructure, was launched on May 2, 2014.

Genesys Platform will enable Arcstar Contact Center to offer contact center capabilities such as call routing functions linked to a database that provides personalized responses; real-time/historical reporting functions that can be customized specific to the company’s needs; customer portal function that supports operational changes in real-time and connection to business applications, allowing higher business efficiency and cost reduction.

In addition, the contact can offer an IVR function that provides a flexible voice menu for the contact center, including voice guidance responses, call flow branching, and routing that is linked in with the database and optional functions including outbound, call recording, and CDR reporting are available as soon as service provision begins.

Leveraging its cloud architecture, Arcstar Contact Center customers can significantly reduce their contact center costs, maintenance and management and can deploy the service much faster than legacy, hardware-based solutions, said Genesys.

Launched in May in Japan, NTT Communications plans on expanding the Arcstar Contact Center service globally.

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