Contact centre specialist introduces Genesys Cloud services and support capabilities
Trans-Tasman contact centre and workplace collaboration technology specialist Pyrios has reconfigured its Telecommunications-as-a-service (TaaS) portfolio to offer Genesys Cloud (previously called PureCloud) services and support to government agencies.
The announcement follows a run of Genesys Cloud implementations on both sides of the Tasman, including Pyrios’ maiden New Zealand government client, the NZ Transport Agency (NZTA).
Pyrios’ portfolio includes the full complement of Genesys Cloud contact centre offerings, backed by Pyrios contact centre specialists and engineers based at the provider’s network operations centre in Auckland.
“We are very pleased to now be able to include a fully comprehensive contact centre platform in our TaaS service offering. Government agencies are under pressure to improve customer experience, while facing budget scrutiny and citizens expecting connected experiences across multiple channels,” said Pyrios CEO Robyn O’Reilly. “Genesys’ customer experience platform provides both customer-facing and back-office solutions that have made a demonstrable difference to many government agencies across the globe.”
“For the last 20 years we’ve helped organisations tune their communications technology to changing markets and new forms of communication,” she said. “We know contact centre and workplace collaboration technologies inside-out – and we know how to get them working to keep customers close and staff at peak performance.”
O’Reilly said government clients should expect a different experience with Pyrios, based on integrated monitoring and NOC support geared to deliver customer experience “as a service” rather than as a technical experience. “The people and processes we wrap around our Genesys Cloud offering ensure a high degree of success with the application,” she said.
Pyrios was acquired by global ICT solutions provider AGC Networks last year – a deal completed through AGC’s indirect subsidiaries Black Box Network Services in Australia and New Zealand.