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In the fourth and final part of their conversation, Catherine from Outsource Elite talks with Darrin Kay, Partner Manager at Genesys, about key aspects of contact centers. Darrin advises businesses to thoroughly assess their needs and work with trusted advisors when adopting a contact center solution. He emphasizes the importance of scalability, ROI, TCO, and ease of use.
Highlighting the Genesis Cloud solution, Darrin explains its customizability and benefits, the distinction between omni-channel and multi-channel solutions, and shares a success story from the healthcare sector.