Genesys Cloud CX
I.E. Mittwoch is a leading systems integrator in Israel, specializing in contact center management solutions. Over the years, the company has implemented systems for prominent organizations across various sectors, including banking, insurance, aviation and tourism, healthcare, and more.
Mittwoch offers a cloud-based contact center management solution using Genesys CX Cloud โ the worldโs leading platform in the Contact Center domain.
This advanced and highly resilient cloud solution is designed for modern, innovative contact centers. It includes telephony services, multichannel call handling (voice, chat, email), remote work capabilities, real-time and historical dashboards and reports, seamless integration with external systems, and unified queue management for omnichannel communications (such as CRM and other platforms), all while providing full visibility through real-time and historical analytics.
Genesys is a global leader in cloud-based contact center solutions and was once again recognized by Gartner in 2024 as a Leader in the CCaaS (Contact Center as a Service) category.
Key Benefits of Implementing
the Genesys Cloud CX Solution
All the tools you need, all in one place
- Genesys Cloud CX offers an all-in-one unified solution that combines an advanced telephony system with a complete customer service contact center platform, with a strong emphasis on data security and high performance.
- There is no need to integrate multiple vendors โ Genesys Cloud CX delivers a single platform for managing voice calls, chat, emails, and social media interactions.
- Enhanced operations and data management: All information is stored and managed in one place, allowing for quick access and unified reporting.
- Simplified deployment and operation: Save time and resources with a single system that covers all your business needs.
Optimized Customer experience
Omnichannel Communication: The solution enables customers to connect with the business through multiple channels โ including phone, chat, email, and social media โ while delivering a consistent and personalized experience.
Real-Time Analytics: Built-in tools allow for real-time analysis of customer interactions, helping to enhance satisfaction and respond quickly to evolving needs.
Technological scalability
Full Cloud Deployment: As a SaaS (Software as a Service) solution, it enables customers to work from anywhere, with scalability to meet evolving business needs.
Seamless Integration: Genesys Cloud CX easily integrates with existing systems such as CRM, ensuring fast and smooth implementation.
Cost effective
Low Maintenance Costs: No need for expensive physical infrastructure or ongoing maintenance expenses.
Includes DR Site Operation to ensure business continuity.
Trusted by the Worldโs Top Companies
- Market Leadership: Genesys is a long-established company with extensive experience in CCaaS (Contact Center as a Service) solutions. The platform was ranked as a market leader in the latest Gartner report published in October 2024.
Secure and Compliant
- Compliance with International Standards:
Genesys Cloud CX complies with information security standards, including GDPR, SOC 2, and ISO 27001. - Advanced Access Management:
Sophisticated permission management tools ensure secure access to sensitive information. - Data Encryption in Transit:
All data is encrypted both while stored in the system and during transmission between services. - SSL/TLS Certificates:
Ensures secure communication between customers and the platform.
AI-powered customer service automation
- Genesys Cloudโข AI brings together multiple AI disciplines into a single platform to deliver exceptional experiences for both customers and employees.
Generative AIโpowered voice services enable automation with a human touch. - Predictive AI provides your team with deeper customer insights, enabling personalization and accurate forecasting that improves workforce planning.
The simple implementation of thisย โoff-the-shelfโ solution reduces costs and streamlines complexity.
AI-Optimized Customer Journeys
Connect customer interactions to an orchestrated journey
In todayโs era of digital tools and artificial intelligence, customer expectations are higher than ever.
Brands must understand and design the entire customer journey, from start to finish.
It all begins with connected data that is easy to access and analyze.
With Genesys, companies gain the tools needed to analyze and enhance every stage of the customer journey.
Integration between Salesforce and Genesys enables the following benefits:
- Unified Customer Data View - The integration between Salesforce Service Cloud and Genesys Cloud CX provides a comprehensive and unified view of the customer across all touchpoints.
- Work from a Single Screen - All information, processes, and customer communications are accessible directly within Salesforce, simplifying tasks for agents and boosting productivity.
- Automation and Productivity Improvement - Automated processes reduce errors and shorten response times for customer inquiries.
- Smart Routing of Inquiries - Uses artificial intelligence to smartly route customer inquiries to the most suitable agent in real time.
- Omnichannel Service - Seamless integration of communication channels such as chat, email, telephony, and social media.
- Improved Decision-Making - Advanced dashboards and reports based on integrated data from both platforms.
- High-Level Information Security - Utilizes advanced protocols to protect customer data.
- Seamless Integration - Built-in connectivity between the systems enables quick implementation without complex development. The collaboration between the companies also includes a joint product development announcement.
- Artificial Intelligence (AI) Usage - Data analysis, needs forecasting, and improved inquiry routing powered by advanced AI.
- Real-Time Synchronization -Automatic updating of customer data and inquiries without the need for manual intervention.
The integration between Salesforce and Genesys provides a significant advantage for organizations aiming to enhance their customer service and experience.
The ability to work from a single screen streamlines processes, improves customer experience, and offers a competitive edge to organizations.
- For more information, please contact Shay Atia:
- 050-7258231
- shaya@ncr.co.il
