We are very satisfied with the switch to Genesys Cloud CX.
Annette Dauck, Senior Project Manager, Ringier AG
Accelerating digital strategy
Swiss media group transforms its operations in the cloud
Ringier AG, a Swiss media group with 6,400 employees, implemented the Genesys Cloud CX™ platform to roll out its digital strategy. It used many new functionalities right from the start — empowering its internal IT staff to make adjustments at any time. Remote work has never been easier for Ringier, and the Genesys platform integrates seamlessly with Salesforce.
A major challenge for Ringier in its transformation journey was that its on-premises technology — bulky, inflexible and outdated — no longer met the company’s ambitious requirements. Ringier needed a modern, high-performance solution that aligned with its overarching cloud strategy; that’s why the company chose to move to the Genesys Cloud CX platform with the help of Deliberate, a Genesys technology partner.
Social concerns were also important to Ringier. Now blind contact center agents can navigate the platform with just a Braille keyboard. For this purpose, Ringier implemented the „ShortyDings“ tool from the Genesys AppFoundry® Marketplace that provides hotkey shortcuts to control voice interactions and agent status from the keyboard — allowing the visually impaired to work efficiently in Genesys Cloud CX, even if their window isn’t visible, is minimized or is covered by another application.
Customer:
Ringier AG
Sector:
Media and digital services
Location:
Switzerland
Nutzer:
Genesys Cloud 2
- 50 Contact Center Agents
Challenges:
• Enabling adjustments without service providers
• Increasing contact center functionality
• Enabling system integration
Results:
• Implemented entire range of cloud functionality
• Seamless integration with CRM and ERP systems
• Empowered internal IT staff
• Supported company cloud strategy
The Genesys Cloud meets our requirements 100 percent. (...) In general, we are very happy to have Deliberate GmbH as a strong partner at our side.
Project Manager at Paul Hartmann AG
Paul Hartmann AG is not only the oldest German bandaging materials factory, but also the manufacturer of well-known brand products such as Kneipp. Based in Heidenheim an der Brenz, the manufacturer of medical and care products is a broad-based, globally operating medium-sized company with a focus on diversification. The company, which has been in the market for 200 years, is aware of the importance of an adequate digitization strategy for its future success. Communication is a key component of this strategy.
Paul Hartman has therefore decided to deploy the Genesys cloud platform in the contact center to expand its communication strategy. Deliberate implemented the solution, which now completely covers the areas of inbound, outbound, chat and e-mail.
Customer:
Paul Hartmann AG
Branch:
International Manufacturer of
Medical and Care Products
Location:
Heidenheim an der Brenz
Users:
90 and growing
Challenges
- Clear requirements through unambiguous IT strategy
- Uncomplicated roll-out, administration and maintenance
- Simple usability of the contact center solution
- Problem-free integration with other systems
- Cloud-based with maximum data protection and security
Instead of having to contact eight different providers for the PBX, as was previously the case, Genesys partner Deliberate is now the single point of contact for any maintenance or changes to the system via the ticket system.
Project Manager Food Multi
A food producer from southern Germany achieved impressive growth in just a few years: from 4,000 to 24,000 employees.
The challenge, however, was that the service infrastructure could no longer keep up with this development. It was too heterogeneous, not scalable enough, too maintenance-intensive and no longer up to date. no longer up to date. This was the verdict of the IT managers, who identified several construction sites at once.
The solution to these problems was the Genesys Cloud™, which also scored points with its unbeatable price-performance ratio.
currently only German version available
Customer:
Food Multi
Branch:
Food Producer
Location:
Bavaria, Germany
Users:
10 and growing
Challenges
- Complex heterogeneous service infrastructure
- Lack of scalability
- High maintenance
- Not up to date and lacking future security
Genesys Cloud CX is the solution that delivers exactly what we expected. The system is highly sophisticated. The teamwork with Deliberate has also been very professional and extremely competent at all times. We have had an excellent working relationship.
Christoph Schuler, Head of Operations, CarGarantie Courtage SARL
CarGarantie Courtage SARL, French subsidiary of CarGarantie, is a B2B insurance broker and service provider designed for maximum quality. The company wants to sustain this quality in its customer service and therefore switched to Genesys Cloud CXTM.
With more than 50 years of experience and around 200 million euros in premium income per year, as well as a market presence in 19 countries, CG Car-Garantie Versicherungs-AG (CarGarantie) is one of the leading specialist insurers for warranty and customer loyalty programs for new and used vehicles in Europe for brand dealers. More than 40 manufacturers/importers and more than 23,000 specialized brand dealers rely on CarGarantie's individualized warranty programs and the high service quality of CarGarantie. As a reliable partner, CarGarantie focuses on stability and a long-term approach.
currently only German version available
Customer:
CarGarantie Courtage SARL
Branch:
Insurance Broker/
Service Provider B2B
Location:
Mulhouse, Elsass
Users:
up to 70
Challenges
- International, multilingual project
- Maximum demands on service quality and time
- No skillbased routing, but classification into groups
- Fast, simple and transparent scalability
With Genesys Cloud, we can obtain all functionalities from the one, central system of one manufacturer, which is important to us. And with Deliberate, we have a competent partner at our side who is providing us with the best possible support on our way into the digital future.
Hans-Jörg Fadda, Diplom Economist
Managing Director of eco24 GmbH
A lot often comes together for the customers of eco24, a private debt consulting firm based in Göppingen, Germany. In order to maintain an overview at all times, cushion the sudden increase in communication volume and make well-founded decisions together with the customers, it was necessary to switch to a reliable, cloud-based and central communication solution.
Genesys Cloud provided debt counseling with exactly the functionality they required. The reliable implementation partner in the very quickly realized project was the Genesys Advanced Cloud Partner Deliberate from Böblingen.
Customer:
eco24 GmbH
Branch:
Debt Counseling for Private Individuals
Locations:
Göppingen and Halle a. d. Saale
Users:
58 and growing
Challenges
- Lack of compatibility with Salesforce
- No robust reporting
- Lack of flexibility
- Costly telephony
Thanks to the Genesys partner Deliberate and its training training, we are able to quickly develop and adapt functions ourselves quickly develop and adapt functions ourselves.
Christoph Otto
Head of IT Infrastructure B&O Service AG
B&O plans, builds and repairs affordable housing. And with great success: in the three closely coordinated business areas of technology, construction and building technology and service
the B&O Group occupies a market-leading position as a technical service provider to the German housing industry.
The company's three service centers in Bad Aibling, Berlin and Eisleben are available around the clock for customers' tenants. The damage is professionally and precisely
and the fastest possible repair is initiated. Tenant satisfaction is the main goal - with success.
Deliberate implemented the solution and provides managed services and support for the Genesys Cloud CX Contact Center.
Kunde:
B&O Service
Branche:
Wohnungswirtschaft
Location:
Bad Aibling, Deutschland
Users:
Genesys Cloud 2, concurrent
135 Agents, 400 Communicate-User
Challenges
- 100% reliability and scaling
- Technically adapted to the times
Implement processes - Individualization of processes
of individual customers - Strong emphasis on inbound business
- Opportunities for own developments
BACKGROUND
For the specific environments Genesys Contact Center and Cisco Unified Communications Manager, the customer reinforces by external expertise in the provision of operational services.
Managed Services Genesys Contact Center and Cisco Unfied Communications Manager.
Environment for end customer.
Technology
Technical Platforms: Genesys Contact Center with Cisco CUCM.
BENEFITS
High quality operational performance for Genesys and Cisco in the overall context of the service workforce.
Customer:
Service Provider
Branch:
Finance & Insurance
Location:
München
Users:
4.000 telephony users, including about 650 service employees
Challenges
- Managed Services
- Genesys Contact Center
- Cisco Unified Communications Manager environment for the end customer
BACKGROUND / INITIAL SITUATION
The client was in the process of evaluating cloud contact center solutions.
The existing inbound and outbound solution, as well as the office telephony, was to be quickly replaced by a cloud solution - approx. 40 service employees and 260 business telephony users.
A significant improvement in accessibility should be achieved.
Inbound queue should allow customers to optionally request callbacks from the waiting field.
APPROACH
In a customer workshop, the advantages of a cloud-based contact center solution and, as a result, the benefits of the Genesys Cloud solution were elaborated.
In an additional workshop, the customer requirements were recorded and documented, and the project was planned.
The implementation was successfully completed after the basic setup together with the customer in an agile project approach.
Benefits
The customer has received a cloud-based omnichannel contact center platform that can be used regardless of location.
Faster, consistent and transparent processes for inbound and outbound thanks to Salesforce integration.
One system for all employees, contact centers and office staff.
With the know-how built up over the course of the project on the customer's side, as well as Deliberate's service, the customer can react quickly and flexibly to future changes in requirements.
Customer:
Chancery
for Consumer Protection
Branch:
Legal Services & Advocacy
Location:
Berlin
Nutzer:
about 40 Service Employees
about 260 Business Telephony Users
Challenges
- Genesys Cloud Contact Center
- Communicate / Business Telephony
- Salesforce-Integration
- Support
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