Genesys

Call centre software as it should be

Customer Experience Lab has been awarded the Silver Partner in ASEAN by Genesys. This gives us a competitive edge over other partners in terms of delivering a world-class customer experience. Create exceptional customer relationships and fuel future growth with people-obsessed Genesys contact centre software.

Genesys Engage

Drive digital transformation across your enterprise

Deliver superior experiences and drive digital transformation at any scale with Genesys Engage, the only omnichannel and multi-cloud customer engagement solution for large-scale businesses. Genesys Engage™ offers choice and control with on-premises, private cloud and public cloud options. Designed with the world’s largest brands in mind, Genesys Engage combines intelligent routing of channels and work with advanced outbound and self-service capabilities.

Genesys Cloud

The radically easy, all-in-one cloud contact centre solution.

Meet Genesys Cloud. Deliver personalised customer engagement on the channel of your customers’ choice and give your team the tools to make every moment count.

Pure Connect

Power deeply connected, meaningful experiences

Imagine a new world where contact centres run so smoothly that customers feel satisfied after every interaction — a world where employees are excited to go to work each day.

The Genesys CloudTM solution makes that world possible. Thousands of businesses around the globe use this easy, all-in-one contact centre solution to deliver seamless customer experiences.

sparrow

Sparrow

Organizational Productivity Suite

SPARROW is an organizational productivity suite from Customer Experience Lab, product of years of working in the CX domain. We are passionate about harnessing the power of  tech to build the world’s most powerful customer engagement channel. The vision is to create the most memorable customer experience and delight. All the CX essentials – CRM, ticketing, survey, Unified agent view, Sentiment analysis along with a BI layer to make sense of the data, are part of the portfolio. All the products in the portfolio have open APIs which can be used to integrate with any communication platform.

Users

Unified Agent Desktop

Unify and align the management applications across business functions between front end & back end. Widely used in the contact centre the unified agent desktop pulls data from multiple back end systems and makes it available in an unified view. This helps in faster resolution of issues, decision making and more first call resolutions with a significant reduction in AHT. With an integrated CRM and enterprise ticketing system, interactions can be raised and assigned to any department instantly.

Productivity Suite

A collaborated operations management module which aligns the market survey, Debt collections, Sales automation & call centre helpdesk with an integrated ticketing system.

BI Tools

It integrates data from multiple sources and provides trends and analysis. It provides comprehensive functionalities for creating reports. The business user can make sense of the data by creating dashboards. These dashboards can be of both real time and historical data which can be used for monitoring. Sparrow BI can also be viewed on a mobile.

Digital Interaction Hub

A digital customer experience platform that allows you to leverage the power of automation and conversational AI to acquire, grow and serve your customers. It allows to create voice/ chat BOT and define journeys across pre-configured journey templates which can be integrated with 14 social channels and mobile devices. These NLP/NLU driven digital strategies can help in defining the digital communication strategy of an enterprise across multiple touchpoints.

Quality Management

It is a single view quality management tool, available on-premise or in the cloud. It automates and customizes all of the quality processes in a single application, regardless of the data source, channel or recording solution. It can integrate with external systems like Google cloud, that converts speech to text and then does sentiment analysis. It is a perfect tool for coaching and helps in enhancing productivity, CSAT and NPS.

Mobile App

Run your operations handy using the Sparrow mobile application. This allows the user to be mobile and work from anywhere. Integrated with CRM, it provides all the functionality of a regular call centre agent workbench.

Cloud CXP

We offer experience as a service

The Cloud CX platform (based on Genesys & Sparrow) is agile and powerful with numerous options to easily support the short, mid, and long-term objectives of the enterprises. In today’s time an enterprise needs the flexibility to change their CX strategy and the tools as required. Cloud CXP provides that option.

It is an In-country cloud infrastructure set up by Customer Experience Lab with local alliances. Currently available in the Philippines, Vietnam and Malaysia. Other countries in SEA are in the pipeline. It comes with a mitigation strategy of several operational and regulatory issues for the customers like Minimal investments, Data & Regulatory Compliance, Zero Man Power Investment, Zero constraints on work location, flexible on-demand allocation of the resources.

We offer experience as a service

The Cloud CX platform (based on Genesys & Sparrow) is agile and powerful with numerous options to easily support the short, mid, and long-term objectives of the enterprises. In today’s time an enterprise needs the flexibility to change their CX strategy and the tools as required. Cloud CXP provides that option.

It is an In-country cloud infrastructure set up by Customer Experience Lab with local alliances. Currently available in the Philippines, Vietnam and Malaysia. Other countries in SEA are in the pipeline. It comes with a mitigation strategy of several operational and regulatory issues for the customers like Minimal investments, Data & Regulatory Compliance, Zero Man Power Investment, Zero constraints on work location, flexible on-demand allocation of the resources.

Hosted CX Cloud Services

CX is a strategy for all customers today. Mostly it is left to an organisation to have different solutions from different vendors. This creates the problem where the back end systems aren’t integrated and the information is available in silos. CX Cloud services brings together all the essential components of CX as a bouquet and allows the customer to choose whatever is required without worrying about integration and other associated challenges. Everything works with everything else.

Cloud Contact Centre

CX cloud platform is offering the Genesys Pure Connect contact center by  minimising the system investment costs and delivering scalability. It provides an omni-channel experience across multiple channels – voice, email, chat, social – with automation like a predictive dialer, self service IVR, voice biometrics amongst others. There are many standard connectors with multiple CRM like SFDC and others which enable the setup to be up and running in a matter of days. Integrated with the hosted CX cloud services, everything is available on demand.

Cloud CX Tools

Delivering subscription based services to the enterprises enabling them access to powerful CX tools – CRM, Ticketing, Mobile, with a BOT framework. Quality management with sentiment analysis and BI tools are the additional functions available. Multiple local language support across SEA is available.  It also allows the customer to have these services delivered in-house or from a captive DC.

Automation like BOT framework with integrated chat, tracing or following a customer journey across touchpoints are few of the benefits of these tools.

Integrated CRM

Platform is flexible to seamlessly integrate with the third party cloud and inhouse applications. The call centre application has an integrated CRM. There are standard connectors for CRM like SFDC and others.

Floating Item

Sparrow Walkthrough

Debt Collection

Market Research

Sales

Service Desk

Customer Experience lab

Ready to talk?

Customer Experience is the next competitive battleground. It is where the business will be won or lost.