Technology Partners

FIEBIG has been a certified partner of Genesys for many years and, among other solutions, uses the Genesys Cloud in CX transformation projects. As part of the solution integration, we provide the specific configuration & parameterization and, in case of interaction of Genesys Cloud with other solutions, additional integration services such as the adaptation and development of interfaces as well as customer-specific programming.

We have also developed our own FIEBIG software modules to extend the functional scope of Genesys Cloud. In addition, we offer the related comprehensive service support directly as a reliable solution partner. Genesys Cloud is the leading AI-powered platform for orchestrating customer experiences. Genesys offers companies of all sizes the future of customer satisfaction, enabling them to deliver empathetic, personalized customer experiences at scale.

As an all-in-one platform, Genesys Cloud accelerates organizations' growth by enabling them to differentiate themselves through increased efficiency, employee and customer satisfaction.

Genesys delivers Genesys Cloud, a solution that empowers organizations across all verticals with key capabilities and transforms individual, siloed interactions into connected customer experiences – all through a single interface:

• Over 1 million users
• Over 4,800 companies in over 100 countries rely on Genesys Cloud
• Over 45 million interactions every day
• The most reliable customer experience solution on the market with 99.996% operating time
• An ecosystem of over 500 apps and predefined integrations, including Salesforce, Microsoft and Zoom

For 2023, Genesys has been recognized as a market leader in the Gartner Magic Quadrant for “Contact Center as a Service” (CCaaS) and was awarded the top position in terms of ability to execute. This is the ninth time Genesys has been a Magic Quadrant market leader.

AudioCodes enables enterprises and service providers to build and operate all-IP voice networks for delivering unified communications, contact centers, and hosted business services, whether in the cloud or on premises.

FIEBIG has been using Audiocodes' Session Border Controller (SBC) in combination with Omni-Channel Contact Center/CCaaS platforms in CX transformation projects for many years.

Since its foundation in the year 2007, Deutsche Telefon Standard has been supporting medium-sized companies with its cloud-based telephony solutions to optimize their daily communication. In 2019, Deutsche Telefon Standard became part of the Munich-based NFON Group.

With this strategic alliance of both companies and their know-how, Deutsche Telefon Standard can play an even more intensive role in shaping the rapidly developing telephony market. We are a qualified partner of Deutsche Telefon Standard.

Via the carrier of Deutsche Telefon Standard, telephone numbers and trunks can be easily and quickly connected to CCaaS platforms for the realization of cloud telephony (SIP Trunk Flexx).

This includes the following services:

• From standard backup via extension-based backup up to individual backup
• Flexible number management – define where a number is routed, even to different PBX endpoints
• Voice encryption – so that important information stays where it belongs

Among other products, Microsoft offers text-to-speech (TTS) and speech-to-text (SST) solutions, AI solutions and bots. We can seamlessly integrate most of these Microsoft solutions into Genesys Cloud as part of CX transformation projects, either directly via a standard integration or via interfaces customized/developed by us.

As a qualified Microsoft partner, we have developed our own application for Microsoft Teams:

MS Teams Sync for Genesys Cloud, for status synchronization between MS Teams and Genesys Cloud for calls.

The core of the product portfolio is the Serviceware platform with the software solutions Financial, Serviceware Processes, Serviceware Resources, Serviceware Knowledge and Serviceware Performance. All solutions can be used in an integrated way but also independently of each other.

In the scope of our partnership for a successful CX transformation, we integrate the Knowledge Management of Serviceware in our projects: Serviceware Knowledge (known in the market as “Sabio”) is a knowledge management software that improves cross-channel customer communication in the contact center.

It maps knowledge centrally and can be integrated into Genesys Cloud via APIs, the SWK AI widget and other interfaces.

 It offers the following main benefits: 

·         Ticket reduction via an upstream contact form

·         Intelligent search function

·         Automated answer generation via AI

·         Creation and organization of knowledge articles with AI

Millions of customers - including the fastest growing startups, largest enterprises, and leading government agencies are using AWS to lower costs, become more agile, and innovate faster.

AWS is architected to be the most flexible and secure cloud computing environment available today.

The core infrastructure is built to satisfy the security requirements for the military, global banks, and other high sensitivity organizations.

In 2023, Gartner recognized AWS as an annual Magic Quadrant Leader for Cloud Infrastructure and Platform Services for the 13th consecutive year. As one of the leading hyperscalers for cloud services, AWS has an important role to play for FIEBIG. The CCaaS solution Genesys Cloud from our portfolio uses AWS Microservices as its basis.

The close integration with AWS opens up numerous opportunities to extend the functional scope by using AWS Microservices. In addition to our own products, FIEBIG also offers the development of customized applications to meet the individual requirements of our customers.

These applications can be implemented in the customer's AWS tenant.