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Genesys and BTC Networks Deliver All-in-One Genesys Business Edition to KSA Broader Enterprise-Market

Press Release


Genesys and BTC Networks Deliver All-in-One Genesys Business Edition to KSA Broader Enterprise-Market



Riyadh, Kingdom of Saudi Arabia, 19 December 2013: Genesys (www.genesyslab.com), a leading provider of customer experience and contact center solutions, today announced an exclusive partnership with Baud Telecom Company (BTC Networks), one of the major integrated ICT solution providers in the region, under which BTC Networks has been appointed as the Reseller and Business Partner of Genesys in the Kingdom of Saudi Arabia.


As part of this collaboration, the two partners will be introducing the new Genesys Business Edition, which is designed to meet the needs of mid-sized companies that require all-in-one functionality that can be deployed fast and easily.


Built on the Genesys Customer Experience Platform, the Genesys Business Edition delivers the optimal customer experience with the simplicity and functionality required by mid-sized contact centers ranging up to 1,000 seats. The edition has best-in-class capabilities delivered with simplicity to maximize first contact resolution, meet customer SLAs, improve web site sales conversions, optimize cross-sell revenue from existing customers and improve customer loyalty. It also improves employee satisfaction and results, and reduces the cost of operations through efficiency gains. All of this is delivered over your customers’ channels of choice, with minimal customer effort.


“We are delighted to collaborate with BTC Networks, one of the leading and trusted integrated ICT solution providers in the Middle East, on the introduction of our unique customer engagement solution to the Saudi customers. Saudi Arabia is a strategic market for Genesys’ operations in the region. We are confident that the new Genesys Business Edition, with its market-leading all-in-one functionality, best-in-class routing and optimal customer experience at lowest cost, will meet Saudi customers’ expectations for a consistent experience over the channel of their choice,” said Mohamed Afifi, Sales Director, Genesys Middle East.


“In today’s digital reality, businesses are obliged to engage with customers through mediums which their customers prefer. It could be telephone calls, SMS, emails, web chat, Facebook or Twitter. Together, with BTC Networks, we are introducing a new packaged solution which allows businesses to deliver more convenient customer services and consequently increase satisfaction rate. With BTC’s extensive market knowledge and wide client base, Genesys aims to bring better customer experience to Saudi customers on a large scale,” said Tareq Kayyali, Country Manager – KSA, Bahrain and Jordan, Genesys.


“As businesses are trying to deliver best customer experience in order to retain existing customers as well as acquire new ones, new demands in the contact center industry are emerging. To meet these challenging needs of our customers, we have decided to partner with Genesys on the introduction of a pre-packaged all-in-one Genesys Business Edition. Based on open standards, Genesys software enables businesses to deliver customer service across any channel while leveraging investments in existing infrastructure. With its flexible Customer Relationship Management integration, Social Media integration, and Back Office integration, Genesys Contact Center stands ahead of others in its competing industry,” said Ibrahim Kharboush, Senior Country Manager, BTC Saudi Arabia.


Genesys has been present in Saudi market for many years with prominent customers in various sectors including government, telecom, retail, and banking.


BTC is one of the leading contact center solution provider in the Kingdom. The company entered into the Call Center business in early 1990s, when the concept of customer care was in a nascent stage in the local market. Leading banks as well as customer-centric businesses including government institutions, telecom operators, hospitals, insurers, and other service providers are relying on BTC for their customer support.


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About Genesys:

Genesys is a leading provider of customer experience and contact center solutions. With over 3,500 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact center and back office. Genesys helps customers power optimal customer experiences that deliver consistent, seamless and personalized experiences across all touchpoints, channels and interactions.


About BTC Networks:

For more than three decades, Baud Telecom Company (also known as BTC Networks) has successfully played a primary role in the development of today’s local and regional information and communication technology.


BTC is recognized for its ability to introduce and integrate the latest global communication advancements made available and is acknowledged as one of the largest integrated ICT solution providers in the Middle East with branches in Saudi Arabia, Egypt, Lebanon, Syria, Jordan and Iraq. Our success depends on our unwavering commitment, internal organization and resources, excellent time management and expert personnel.