GITEX Global 2022: Genesys to Take the Wraps Off its Enterprise Contact Center Software

Amr AlMasri, the Regional Director for the Middle East at Genesys, says the company will host several of its major regional partners

Are you participating in GITEX Global 2022? If yes, which products and solutions will you be showcasing at the event?
We, at Genesys, are very ecstatic to be participating in GITEX Global 2022. This is a significant year for us, as we will be present with a sizable stand and host several of our major regional partners to showcase the most advanced contact center and customer experience cloud, digital, and artificial intelligence technologies.

At the show this year, we will be showcasing Genesys Multicloud CX, the leading enterprise contact center software. The Genesys Multicloud CX platform is the contact center solution of choice for leading global businesses to create one-of-a-kind experiences at scale.

It allows enterprises to unify voice and digital channels, self-service, work items, and inbound and outbound interactions through native capabilities and best-in-class integrations so that businesses can create holistic, personalized experiences that delight their customers and engage their employees.

What are your expectations from the event this year?
GITEX has always been a key event for Genesys in the region and enables us to have impactful conversations with our channel partners and customers. This allows us to understand the market and its needs better while staying up to date with the latest trends and concerns within the customer experience field. Attending events where our stakeholders are present provides us insight into maintaining our position as the leader in customer experience facilitation.

What will be your theme of participation at GITEX?
Our participation at GITEX will revolve around the need for a larger emphasis on the customer experience within the Middle East. As 48% of companies in the Middle East report an increased push toward the deployment of digital transformation or the expansion of AI, data analytics, and cloud capabilities, it is crucial to understand how these technologies can elevate both customer and employee experience in order to streamline processes and optimize employees’ time. According to the Intelligence Report 2022, presented at the Customer Experience Live Show Middle East, 62% of businesses are in the process of reinventing their long-term CX strategy. We will thus be presenting Genesys’ solutions to assist regional companies in their CX, Cloud, Omnichannel, AI, and Back Office optimization of their customer journey.

Do you plan to run any online engagements such as webinars and offline engagements such as tech talks, demos, keynotes, and so on, alongside GITEX?
We will have the opportunity to host our customers and prospects at our Booth where we will present demos related to our Cloud Solutions with a vertical approach. In addition, our main partners will have the opportunity to showcase their strengths by sharing best practices and use cases, combining technology and best-in-class system integrations.

How have your regional strategies changed in recent months?
Organizations in the Middle East are reinventing customer experiences by adopting technology and we are committed to becoming a partner in their digital transformation initiatives. The Customer Experience (CX) industry has dramatically evolved in the post- Covid era. We believe a more empathetic approach towards customer needs is now more crucial than ever before.

The personalised experience will soon become the differentiator. Genesys’ Cloud First and hybrid-cloud strategies is how we plan on leading and achieving this transformative evolvement. We’re enabling our customers to gain an edge with a cloud-first or hybrid-cloud approach by demonstrating the value this strategy brings. Cloud-based and hybrid cloud platforms bring flexibility and modernization to digital infrastructures and allow businesses to create interactive and innovative customer experiences, thereby improving loyalty and enhancing performance.

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