Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With more than 394,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.
2017 Accenture - AMPLIFYOU - The Technology For The People
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Genesys is the leading global provider of multi-channel customer experience and contact centre solutions. With over 3,500 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact centre and back office. Genesys helps customers power optimal customer experiences that deliver consistent, seamless and personalised experiences across all touchpoints, channels and interactions.
With the industry-leading Genesys Customer Experience Platform, Genesys ensures that the experience you deliver aligns with the expectations of your customer and is journey appropriate. By most effectively matching the workload and the required staffing levels for each customer journey, you can deliver consistent service levels over all touch points, channels and interactions throughout your call or contact centre and back office.
The Genesys Customer Experience Platform is available in three editions to address the needs of businesses from the smallest company to the largest global enterprise and can be deployed in the Cloud or on your premise.
Contact centre is a service not a location! GEMA Consulting Ireland is a specialised consulting company which enables its clients to deliver exceptional, customer service across all customer touchpoints. It is a dedicated contact centre focused organisation, whose aim is to enable customer experience differentiation using the extensive knowledge of our people powered by the market-leading, cloud based solutions. GEMA work with clients to understand the desired business outcomes and then develop the services which are required to achieve these business outcomes. They have a proven track record of successfully guiding companies through strategic business transformation programmes.
GEMA Consulting is Genesys first and only Cloud partner in Ireland. Using the Genesys Cloud, GEMA offers clients the ability to use the market leading, contact centre solution on an on-demand basis for any mix of the contact centre features which are needed. These solutions enable companies to build and maintain proactive and responsive customer service environments that deliver service excellence.
In addition, GEMA's team have extensive knowledge and experience in designing, transforming and delivering contact centre solutions globally.
Using Genesys Cloud, GEMA can provide the following solution components:
- Routing and Reporting of customer engagements
- Mobile, Social and Digital Channel Integration
- Blended Inbound & Outbound Voice Solutions
- Managing and Scheduling Workforce
- Intelligent Distribution of Workload from a Back Office and Front Office perspective
- Automated Self Service and Compliance