Genesys, provider of omnichannel customer experience and contact centre solutions, has announced that it has been accepted as a supplier for the UK Government’s latest G-Cloud framework, G-Cloud 7.
As part of this, it will provide Omnichannel Customer Contact and Self Service communications solutions. G-Cloud is the pre-approved list of suppliers offering cloud and digital services via an online portal.
Thanks to Genesys’ participation in the G-Cloud Framework, local councils and government departments will now be able to procure these customer experience solutions from one secure site.
The announcement comes after research undertaken by Gov News Direct, in association with Genesys, earlier this year, which found that there is a commitment to continually improving the customer experience journey within public sector organisations.
The survey found that, within local government departments, 70% recognised the need for improved customer experience and have a strategy for improving this, 55% were unable to manage citizen interactions seamlessly across all departments, and 42% are planning to install a fully integrated communications structure.
Neil Titcomb, Commercial Sales Director, UK & Ireland at Genesys, said:
“We are delighted to have been selected to participate in the G-Cloud Framework Agreement. It’s clear that customer experience is a key strategic imperative for public sector organisations, as they look to provide the best service possible with the maximum efficiency. We look forward to working with these organisations to help them implement outstanding customer experience, as part of this wider strategic drive.”