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Genesys Unveils Industry’s First True Multicloud Architecture For Contact Centres

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Broad multivendor ecosystem of leading cloud platforms, technology providers, and system integrator resellers gives enterprises greater control and flexibility.

Genesys, a global leader in cloud customer experience and contact center solutions, has announced the industry’s first native multi-cloud architecture.

With new levels of flexibility, agility, and choice, it’s now simpler for organizations to build a rich multi-vendor ecosystem and tailor their infrastructure, deployment, and management models to fit their business. This gives enterprises the resiliency, portability, and scalability they need to future proof their contact centers.

Multicloud gives organizations ultimate control

Genesys Engage customers can now more easily adopt cloud-delivered innovations, resulting in a more personalized service that drives customer engagement and loyalty. In addition, organizations can benefit from the ability to transition to the cloud while preserving existing technology investments and complying with rigorous data and security requirements.

The newly containerized architecture of Genesys Engage built using open standards enables Genesys Engage customers to select private or public cloud, on-premises, or hybrid deployments with Genesys Cloud™ or third-party providers. For example, with Genesys Engage, Fiat Chrysler Automobiles benefits from a single platform to support a diverse set of applications, cloud deployment models and vendors across their global enterprise. In addition, the multi-cloud architecture makes it possible for organizations to run Genesys Engage in the private cloud of their choice, including leading Infrastructure-as-a-Service providers, Amazon Web Services (AWS), Google Cloud and Microsof0t Azure.

The multi-cloud approach also allows every Genesys Engage customer (https://bit.ly/3aupOhw), both cloud and on-premises, to consume innovation with speed and ease regardless of their deployment model. For instance, it enables organizations using Genesys to Engage to access the artificial intelligence-powered capabilities of Genesys Cloud, such as Predictive Engagement and Workforce Engagement Management, as a completely integrated solution.

Multicloud ecosystem support drives big benefits

In addition, cloud customers can decide how Genesys Engage is operated – independently, by Genesys or managed by a partner such as Accenture, Aria Solutions, Avtex, BT, Cognizant, ConvergeOne, Infosys, NTT LTD or Orange Business Services. Further, organizations can move their software applications between different clouds or utilize multiple providers to address varying geographic needs and data sovereignty requirements.

Enterprises using Genesys Engage benefit from its open architecture, which enables them to avoid vendor lock-in. They can also easily extend their core contact Centre solution by integrating existing applications from many providers, like AWS, Google Cloud, Microsoft, Nuance, and Calabrio to name a few. This offers organizations more options to support a range of solutions, including voice and chatbots, workforce engagement management, voice and speech recognition, and more.

Commenting on Genesys multi-cloud architecture:

“For decades, businesses had to choose between a suite of applications from a single vendor or siloed best-of-breed systems, resulting in an administrative nightmare, high costs, and inconsistent customer experiences. With our multi-cloud architecture, we’re partnering with our customers to overcome this challenge,” said Barry O’Sullivan, executive vice president, and general manager for Genesys Multicloud Solution. “We’re giving enterprises the ultimate freedom to customize and future-proof their contact center technology and infrastructure so they can deliver unique experiences for every customer.”
“For most global enterprises, running their business in the cloud with one provider isn’t realistic,” said Robert Allman, Global senior vice president, Customer Experience at NTT LTD. “Multicloud is the way forward, and Genesys is giving our customers the kind of versatility they need to build the cloud environment that best suits their requirements while optimizing their contact center investment.”
“The results are in; the cloud is the answer,” said Sheila McGee-Smith, president, McGee-Smith Analytics. “But enterprises, especially large, globally-deployed ones, want a vote in how customer experience cloud transformation is accomplished. By giving businesses their choice of cloud platforms, deployment models, and management approaches, Genesys Engage is delivering an architecture that enterprises can mold to meet their specific needs. This allows them to leverage the latest technologies and provide the kind of service that keeps their customers coming back.”

Distributed by APO Group on behalf of Genesys.

About Genesys:
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales, and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a service so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys CloudTM, an all-in-one solution, and the world’s leading public cloud contact Centre platform, designed for rapid innovation, scalability, and flexibility. Visit www.Genesys.com

©2020 Genesys Telecommunications Laboratories, Inc. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, and Experience as a Service are trademarks, service marks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.

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Western Togoland Insurgencies: Group Attacks STC and Burnt Bus In Ho

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Western Togoland insurgencies are escalating beyond the control of the security agencies apparatus with all their accouterments to stand against unlawful abiding citizens.

Reports coming through to us confirm that a group of secessionists has attacked the State Transport Corporation (STC) in Ho, the capital of the Volta Region, and caused damages.

According to the reports received, the rebels attacked on the STC bus and burnt it to the ground as they set it on fire.

It is also confirmed that the secessionists fired gunshots at the STC bus parking area.

The incident is reported to have occurred on Monday night.

Already, a total number of 31 of the group were arrested and processed to Accra Circuit Court on Monday 28 September 2020.

However, Honorable Okudzeto Ablakwa, Member of Parliament of North Tongu claims the Separatists are not secessionists as claimed by the police and the Chiefs in the area.

Another group of Ghanaians also suggests those already arrested must be used as exapmple to deter the others from causing mor mayhem.

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YEA Dir, Survive An Accident And Advises Drivers & Passengers To Wear Seat Belts

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Asunafo North YEA Dir, Survive An Accident And Advises Drivers & Passengers To Wear Seat Belts

The Director for Youth Employment agency of the Asunafo North Constituency in the Ahafo Region, who doubles as NPP assistant secretary for the above Constituency, Patrick Ayemah popularly known as “Patoo” in the political landscape postulated firmly to the media.

Mr Patrick Ayemah involved in a lorry accident on Saturday. 26th September 2020. He attended some special programmes at Tepa in the Ashanti Region.

According to his narration, when he set off from Tepa to Goaso, while he was in charge of the steering wheel, after passing through Maban and some other Communities, the car with registration number, AO 194-15 totally somersaulted.

Mr Ayemah recounted how he suddenly lost control on the steering wheel and the car slipped off the road without stopping and started rolling. e felt into a dilemma because he was so helpless at that very moment.

He further explained that when his car started somersaulting, it swerved into the next lane, almost hitting another vehicle. Seeing that the car was about to smash into another vehicle in the far lane, he grabbed the steering wheel back and pulled it towards another side.

He ended up losing total control of the car. All of a sudden, he was off from the main road and on the grass, headed down completely while the Tyres were suspended in the air.

Mr Patrick Ayemah stated emphatically that the Almighty God safe him from this deadly accident and the seat belt also contributed a lot in his survival. He added that, when the car turned upside down, he was still wearing the seat belt which helped him in some way of reducing the magnitude of injuries.

The survived victim has called on all drivers and passengers to put on seat belts whenever they are travelling, irrespective of the distance because, an accident is unpredictable.

Patoo extended advise to the various road safety agencies to intensify education on the need to wear a seat belt.

He charged the media to also continue with their road safety Campaign. He expressed his recondite heartfelt appreciation to all friends and loved ones who have shown him, real love.

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Orange Improves Access To Mobile Internet In Africa Supported By Google

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The affordability of devices remains one of the most significant barriers to smartphone adoption in Africa. The average cost of an entry-level smartphone in Africa still exceeds 60% of average monthly income making smartphones largely inaccessible for the majority of the population. As part of the line-up of activities for the GSMA Thrive Africa 2020, Orange announced the Sanza touch – an exclusive Orange smartphone and the most affordable 4G Android (Go edition) device globally. This exciting new launch is supported by Google and builds upon efforts since the launch of Android (Go edition) in 2018 to accelerate the pace of digital adoption across the continent. The device will retail around 30 US$ and the ultra-affordable price point is intended to make it the most accessible on the market with the goal of driving digital inclusion and providing more people access to mobile internet.

The Sanza touch is an accessible alternative for everyone due to its price point and features including the Payjoy application, which allows customers to overcome budget issues by paying for their smartphone over several installments (depending on availability in their country).

This 4G Android (Go edition) smartphone has a 4” screen, 8GB memory, and a 1750mAh battery, offering over 4 hours of battery life while streaming videos. Customers can use the Orange app collection (My Orange, Orange Money, and Live screen to stay informed on the latest news trends) and access the most popular apps including YouTube Go, Google Go, Facebook, and WhatsApp.

The Sanza range was first launched in April 2019 in 13 countries [2] in Africa and the Middle East, making it easier for many customers to come online for the first time and discover the benefits of connectivity.

From October 2020, the Sanza touch smartphone will be available with a bundled mobile data plan (voice, SMS, data) at around 30 US$. It will be sold in most countries in the Middle East and Africa region, starting with Guinea Bissau, Côte d’Ivoire, and Madagascar.

For Alioune Ndiaye, CEO of Orange Middle East and Africa: “Orange wants to strongly accelerate access to connectivity on the African continent. One of the barriers to Internet use is the price and ease of use of most smartphones. The partnership with Google to offer the Sanza touch smartphone for sale will enable us to solve this problem thanks to its affordable price and advanced functionalities. While 90% of the world’s population is now covered by mobile broadband, 3.3 billion people who live in areas covered by mobile broadband remain unconnected for reasons such as affordability, low levels of literacy, and digital skills [3]. »

Mariam Abdullahi – Director, Platform Partnerships, Android, and Play – Africa for Google added: “Our mission at Google has always been to “Organise the world’s information and make it universally accessible to everyone”. We deliver this mission through the building and providing our products and services via key partnerships like this one with Orange. We are excited about the endless possibilities this Sanza touch smartphone will present in learning, economic opportunities, and digital accessibility. The Goal of our Android devices, including this first-of-its-kind highly affordable Android (Go edition) device, is to bring the power of computing equitably to all. We can only achieve this mission if everyone is able to access devices at affordable price points to use in their daily lives and have access to the benefits presented by the digital world.”

Orange is present in 18 countries in Africa and the Middle East where it had 124 million customers on 30 July 2020. With 5.6 billion euros in turnover in 2019 and 6% annual growth, Orange MEA is the Group’s main region of growth. Orange Money, its mobile-based money transfer and financial services offer is available in 17 countries and has 54 million customers. Orange, a multi-service operator, benchmark partner of the digital transformation, provides its expertise to support the development of new digital services in Africa and the Middle East.

About Orange:

Orange is one of the world’s leading telecommunications operators with sales of 42 billion euros in 2019 and 143,000 employees worldwide at 30 June 2020, including 84,000 employees in France. The Group has a total customer base of 253 million customers worldwide on 30 June 2020, including 208 million mobile customers and 21million fixed broadband customers. The Group is present in 26 countries. Orange is also a leading provider of global IT and telecommunication services to multinational companies, under the brand Orange Business Services. In December 2019, the Group presented its new “Engage 2025” strategic plan, which, guided by social and environmental accountability, aims to reinvent its operator model. While accelerating in growth areas and placing data and AI at the heart of its innovation model, the Group will be an attractive and responsible employer, adapted to emerging professions.

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