ibex Integrates into Genesys Cloud CX   

ibex has announced a collaboration with Genesys to provide advanced omnichannel customer experience (CX) and contact center solutions for the future.

ibex's acclaimed Wave X technology platform will be integrated with Genesys Cloud CX, an all-encompassing contact center service and employee experience solution. This integration will expand services and capabilities to enterprise clients, broadening the customer experience and contact center solutions.  

“We are delighted to partner with Genesys to offer the most comprehensive range of next-generation CX solutions to our growing roster of blue chip and digital-first clients. Leveraging Genesys Cloud CX as part of our enterprise services will allow ibex to drive greater automation, which will improve our employee experience and create unified interfaces for all channels and solutions. It will also offer enhanced flexibility and customization options to tailor solutions to meet specific enterprise needs,” said Jim Ferrato, Chief Information Officer, ibex.

Genesys Cloud CX is a contemporary, API-focused experience coordination platform that allows organizations to manage every interaction and touchpoint seamlessly. It offers a comprehensive range of omnichannel choices, includes built-in employee experience features, leverages ready-made AI solutions, and optimizes end-to-end customer journeys.

Wave X is ibex's AI-powered technology platform, with the primary aim of enhancing the employee experience for agents, improving contact center performance, and achieving better customer experience results. Wave X provides a comprehensive suite of solutions for optimizing customer experience performance, specifically designed by experts in the contact center field.

“Combining the revolutionary experience orchestration capabilities of Genesys Cloud CX with ibex’s cutting-edge AI-enabled Wave X platform will allow organizations to deliver effortless, connected experiences for customers and employees. We are looking forward to partnering with ibex to enable businesses everywhere to scale empathy and drive trust and loyalty,” said Brian Bischoff, SVP and General Manager, Genesys Cloud CX.

In March this year, ibex partnered with Krisp to enhance the quality of experiences its agents deliver by using Krisp's advanced AI-based noise cancellation software.