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Empyrean Leverages Genesys Technology

The human resources technology and services company has turned to Genesys to deliver consistent customer experiences across communication channels.
Posted Sep 30, 2014
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Empyrean Benefit Solutions, a human resources technology and services company, has selected the Genesys Customer Experience Platform to enhance the experience the organization provides for employers, insurance brokers, and healthcare exchanges .

Leveraging the multichannel capabilities of the Genesys platform, Empyrean can provide a more consistent customer experience across communications channels, including voice, email, and chat. The company will also implement Genesys Interaction Recording to record customer interactions, which can be stored and analyzed for quality control, coaching, and customer issue resolution.

Leveraging the SIP communications capabilities of the platform, Empyrean can extend the Genesys Customer Experience Platform to employees anywhere, supporting the seasonal benefits enrollment nature of customer interactions.

"We are thrilled to have been selected by Empyrean to extend their market differentiation for industry-leading service," said Tom Eggemeier, chief customer officer at Genesys, in a statement. "Pairing the Genesys Customer Experience Platform with Empyrean's benefits technology platform creates a powerful combination to deliver greater levels of customer engagement."


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