Telecom Lead Asia: Genesys Japan has inked a hosted
managed service provider agreement with KDDI Corporation, one of the largest
carriers in Japan.
With this strategic agreement, both companies plan to tap
this growing demand for cloud-based contact center solutions within Japan by
jointly offering the leading customer service platform from Genesys.
The association enables KDDI to offer cloud-based
customer service solutions to its customers by integrating Genesys contact
center applications with its existing telephony services.
KDDI operates both fixed and mobile services and will
offer a new cloud-based contact center solution based upon Genesys.
The Japanese operator plans to primarily launch an
inbound contact center offering, incorporating Genesys voice routing and
reporting capabilities in the cloud.
Furthermore, KDDI also plans to add additional Genesys
interaction capabilities such as e-mail, social media, and the management of
back office operations.
Hideki Wachi, president of Genesys Japan, said that the
agreement with KDDI expands the range of deployment options available to
Genesys enterprise customers in Japan.
He added that the deal also provides flexibility to
customers of Genesys that complement premise-based solutions with new
cloud-based benefits such as cost savings, speed of implementation, and
scalability.
According to a recent survey published in Japan,
cloud-based infrastructures are expected to mainstream within Japan.
32 percent Japanese enterprises indicated that they had
already taken advantage of cloud services or were seriously considering
switching to cloud services when they replace their existing and legacy
systems.
50 percent of enterprises in Japan stated that they had
implemented or were considering implementing cloud-based customer service
applications to replace legacy PBX and CTI systems.
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