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Cloud-based customer service solution

NSE Genesys Cloud Cloud-based Customer Service - Case Study in Financial Advisory


  • Status before implementing NSE Genesys Cloud:
  • There was no comprehensive CTI integration, and the business unit urgently needed a system for maintaining omnichannel relationships between customer service and customers (outbound telemarketing care, proactive notifications, 360-degree customer view, call recording quality inspection, report monitoring, etc.).


  • Reasons for choosing NSE Genesys Cloud:
  • Cloud strategy, eliminating the need for a large IT team to maintain the system.
  • NSE Genesys Cloud supports a wide range of security certifications, including SSAE18, SOC2 Type II, HIPAA, PCI Service Provider Level 1, ISO27001/27018, etc., fully complying with the regulations of the Financial Supervisory Commission.
  • NSE Genesys Cloud offers rich, user-friendly, and advanced omnichannel capabilities that exceed the expectations of both business personnel and customer service managers.
  • NSE Genesys is the global leader in Contact Center solutions and promises customers a 99.99% SLA (Service Level Agreement) at a reasonable cost.
  • The system can be quickly launched and easily scaled (high flexibility).
  • Considering the pandemic, NSE Genesys Cloud only requires the use of WebRTC technology to quickly meet the demands of working from home or remote offices.

Introduction to NSE's Implementation of Genesys Cloud:

  • As per the customer's request, NSE successfully deployed the Genesys Cloud system within one month of receiving the purchase order (PO) from the customer. Both the product of Genesys Cloud and NSE's professional services received high praise and recognition from the customer.
  • Currently, the service channels include telephone, email, and FB Messenger (with plans to expand to more service channels).