At the end of October, Continuum Global Solutions signed a strategic agreement with KPN for delivering the Data & Voice network, the interaction platform PureCloud (from Genesys) and the managed services to create this integral solution for European deployment and management.
The combination of Genesys and KPN gives Continuum the opportunity to have the state-of-the-art cloud solution of Genesys with which the customer interactions are handled at all locations and at more than 200 home workplaces. KPN will take care of a full rollout of this cloud solution in Q4 of 2019, in close cooperation with Genesys and other business partners.
Peter Brouwer, Senior Director of Continuum, says: “PureCloud is a scalable, flexible and secure solution that allows us to add a large number of proven innovative applications to our interaction platform within Continuum by means of API links. In this way, we can facilitate our employees to achieve the very best customer experience with the end users of our clients. The collaboration with KPN makes it possible for us to be able to roll out our solutions quickly but also in accordance with our high-quality standards with existing and new clients ”
Wiljan van Werkhoven, Account Director KPN adds: “It is great that we can move forward with a partnership between KPN and Continuum in the field of contact center technology and business process outsourcing. In these major projects, good cooperation, knowledge transfer and continuing innovation are of paramount importance “
Don Wagemans, Account Executive at Genesys: “Continuum works in an ever-changing, dynamic customer environment and therefore needs an agile CX operation. GenesysPureCloud is an easy to implement, user-friendly CX platform with an intuitive user interface. It enables fast account configuration and seamless integration with existing systems. The flexible environment immediately scales to meet peak volumes and meets changing requirements with continuous function and capacity updates. With this solution, Continuum is ready for the future and growth in its customer portfolio in Europe.”
ABOUT CONTINUUM GLOBAL SOLUTIONS
Continuum Global Solutions delivers worldwide with more than 17.000 employees omni-channel contact center services through voice and non-voice channels like chat, e-mail and social media.. In the Europe, Continuum has more than 1.500 employees and 1.300 seats, spread over 7 of their own locations, 1 managed insourcing location and more than 200 home workplaces each day responsible for providing the ultimate customer experience. Continuum has a 100% focus on customer experience services, whereby the provision of flexibility, high employee and customer satisfaction and reduction of end-to-end costs are central to the organization. Continuum Global Solutions, continuumgbl.com, is part of the Skyview Capital portfolio.