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Gestcom, an outsourced contact center provider, has deployed PureCloud by Genesys, a cloud-based customer engagement and employee collaboration offering from Genesys®, the global leader in omnichannel customer experience and contact center solutions.
Gestcom uses PureCloud by Genesys to operate its client contact center staffed with 100 agents, who provide customer service, technical support, and sales for diverse companies in industries ranging from retail, hospitality, automobile and media.
PureCloud by Genesys is a unified, all-in-one customer engagement and employee collaboration solution that is easy to use and quick to deploy. A true cloud offering, PureCloud by Genesys is flexible, open, feature-rich, and built for rapid innovation.
According to Gestcom co-owner André Hurtubise, the company has already benefited from the stability of PureCloud by Genesys. “One of the major advantages with this customer experience solution so far is its high availability and stability, which allow us to sleep better at night knowing it just works.”
Hurtubise identified the solution’s scalability as an additional benefit. “The robust capabilities of PureCloud by Genesys enable us to easily accomodate the varying needs and complexity of our client accounts from those with the simplest of contact center set-ups to large clients requiring multichannel support, several lines, and complex IVRs in multiple langages.”
Gestcom also values the flexible, month-to-month subscription terms of PureCloud by Genesys. “As an outsourced provider of contact center services, the solution’s pricing model is ideal,” said Hurtubise. “We can easily adjust our subscription along with the seasonality of our clients’ business volume as well as overall demand for our services enabling us to stay competitively priced and nimble.”
Hurtubise also cites as an advantage the all-in-one user interface of the customer experience solution for agents, supervisors, and business users. “We’ve benefited from the simplicity of PureCloud by Genesys when administering and configuring new users and functionality,” said Hurtubise. “Agents can handle multiple interaction types, while supervisors and management can access very rich real-time reporting dashboards from the same easy-to-use interface.”
PureCloud by Genesys replaced an on-premise telephony system. “Since moving to the cloud, we’ve significantly reduced our onsite technology infrastructure, which has created internal efficiencies as well as real potential for long-term cost-savings.”
According to Hurtubise, Gestcom also expanded its service offering because of the added functionality available in PureCloud by Genesys compared to its previous solution. “We’ve added webchat and email as an interaction capability, offering further value for our customers and a new revenue stream for our business.”
PureCloud by Genesys has met the company's expectations, and Hurtubise plans to invest further in the solution. “Today, we use PureCloud by Genesys to support nearly half of our clients’ contact center operations, which averages about 2,500 voice calls per day. By June of this year we plan to move all client accounts to Genesys, more than doubling our investment and our usage.”
About Gestcom
Gestcom (gestcom.ca) contact centre provides support for companies in the area of sales and customer support. The company offers tried and tested solutions in the area of client contact management from its centre located in the Montreal area.. We foster close collaboration with partner clients by offering a variety of solutions tailored to their needs and realities, ranging from customer service, order taking, booking reservation and direct sales. . Gestcom is building a tradition of excellence that allows it to be recognized as a choice partner by the leaders of various industries.
About Genesys
Genesys® (genesys.com) powers more than 25 billion of the world’s best customer experiences each year. We put the customer at the center of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in over 100 countries trust the industry’s #1 customer experience platform to orchestrate seamless omnichannel customer journeys and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognized by top industry analysts as a leader in both cloud and on-premise customer engagement solutions.
Contacts:
Gestcom: André Hurtubise - Associate
P: +1 514-504-2180 x201 - E: ahurtubise[.]gestcom.ca.
Lisa Hawes - Sterling Communications
P: +1 408-395-5500 - E: genesys[.]sterlingpr.com.
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rachel.faulkner[.]genesys.com 
