Genesys Cloud CX

We are specialists in implementing Cloud based Contact Centres and our mainstay portfolio recommendation is always Genesys Cloud CX. Our entire business is centric to the Genesys technology and is entirely geared around it. We can offer complete contact centre solutions or work collaboratively with your team as subject matter experts to help you realise your migration from on premises Call Centre technology to the worlds leading Omnichannel Contact Centre in Genesys Cloud CX. We have expertise in all areas of the solution capabliities. We typically adopt a PRINCE2 waterfall approach to new cloud migrations, and an AGILE approach on making adaptations or changes to existing ones.

The beauty of the Genesys Cloud CX solution is that it is already built, and is being used by 900,000 agents on behalf of thousands of companies like yours 24 hours a day. The solution still requires complete configuration to meet your business and customer experience needs head-on. It also requires, in many cases, the integration of the technology with your systems of record, for example, a Customer Relationship Management (CRM) system like Salesforce, Microsoft Dynamics or ServiceNow. Our best practices lead implementation methodology is based typically on the following phases but can be flexible to meet your needs:

• Initiation
  Project and Delivery Team mustering
• Design
  An iterative best-practices led series of workshops with explorations of the 'art of the possible' to capture the complete business requirements, functional and non-functional requirements, produce the High-Level and Low-Level Designs
• Build
  Making good on the delivery of all the captured requirements in the configuration layer of Genesys Cloud CX across all relevant configurable areas. This is typically closely associated with the subscription license tier that you are deploying with us;
  • Genesys Cloud CX 1
    Inbound and Outbound Voice
  • Genesys Cloud CX 2
    Adds chat, messaging, SMS, WhatsApp, Facebook, Twitter and so on as eServices channels
  • Genesys Cloud CX 3
    All of the above features plus Workforce Engagement Management which includes Workforce Management, Quality Management and Gamification, Speech Analytics and more
• Migrate
  Includes all activities immediately prior to and associated with a production migration of the resulting solution, including:
  • Training for Agents, Team Leaders and Supervisors
  • Training of Administrators, IT Users and those who will be handling the ongoing moves, adds and changes to the solution operationally on an ongoing basis
  • User Acceptance Testing
  • Preparation of Go-Live runbooks and sequence of events, including all planning for business continuity, recovery and phasing
  • Conducting the go-live events with hypercare being provided immediately afterwards at a business and technical level
  • Transition to Support, which includes training your internal helpdesk team and preparing the handover of the solution as built to our support department for ongoing support
• Support and Monitoring
  Which typically includes all areas of Support, Maintenance, real-time monitoring, on going routine professional services to handle the complex or more challenging moves, adds, changes and deletions to the configuration that you would prefer us to handle on your behalf.

We work collaboratively, and on an ongoing basis with Genesys as the platform Contact Centre as a Service vendor, and with your internal stakeholders across all departments and with your key suppliers around networking, IT, security, connectivity, telecommunications so that all facets of the solution are correctly integrated, deployed and manageable on an ongoing basis as a mission critical piece of your core service delivery capability as a business.

To ensure your success in migrating from your current Call Centre solution to a modern cloud based Contact Centre we focus on three key areas in all phases of the delivery.  By doing so, we can ensure that all facets are addressed, all needs are addressed and that all requirements have been captured.

The three focal areas in our solutions based approach are:

• People
  
  • Your customer experience, what is going to be the experience of all people contacting or being contacted by your contact centre?
  • Your employee experience, what is it going to be like acting as an agent, customer services representative, team-leader, supervisor and so on across the solution?
• Process
  
  • What are your current processes? How does your business function today? What workflows do your employees conduct?  Does it have to be this way or is it this way because thats how it was always done?
  • Process Optimisation, can we use the migration to Genesys Cloud CX to redesign your processes and workflows to automate them, streamline them, make them easier to learn and master and so on?
• Technology
  
  • What systems of record does your business currently use? Are interface contracts or integration points for data-actions and custom-data-actions relevant?  Will a migration to Genesys Cloud CX open up new potential interface contracts to make your business more effective and efficient? Can we automate tasks, ticket creation, ticket updates, drive self-service, use BOTS and AI and more?
  • We also look at telecoms, connectivity, security, business continuity, disaster recovery, policies, bandwidth and many other areas.

By looking keenly at these 3 areas as a function of the design and build of the solution, all stakeholders will know that all bases are covered and that the resulting configuration will represent a marriage between the optimum efficiency to be gained by your migration and the most impactful resulting customer and employee experience.

We have standardised our business around Genesys Cloud CX, simply put, because its the clear global leader in the Contact Centre as a Service space. The independent industry analysts attest to that unanimously. The Genesys Cloud CX platform makes it incredibly easy for your business to interact with prospects and customers simply and with ease.

It is built to handle any channel and can turn a voice call, email, chat, test message or social media interaction into a seamless conversation, irrespective of how your customers choose to communicate with you.  At the same time, it empowers your employees to deliver an exception customer experience whilst enjoying a brilliant employee experience themselves.

With the best-practice mtehodologies we employ in delivering Genesys Cloud CX to businesses like yours, we empower your agents to deliver faster, smarter and with a more personalised customer experience.

The fact that this technology is available globally and at incredible scale and reliability is transformational. It is available to companies small, medium and large and in a variety of subscription levels so that as your business grows the solution behind your customer experience grows seamlessly too.

Without belittling the actual complexity under the hood, the solution is remarkably simple to deploy and consume.  We find regularly that your employees will embrace the technology in days, as it is intuitive, easy to use and virtually effortless  to adapt to. According to data released by Genesys in 2023, clients using Genesys Cloud CX measured a 20% increase in agent productivity, and given your agent workforce is by far the most costly element of the operation this is a significant improvement indeed. Here are just a handful of its features and capabilities:

• It is a modern, cloud-native, nimble, resilient and powerfully adaptable solution built from the ground-up to be in the cloud.
• It's microservice, elastic self-healing architecture gives you a guaranteed return to operation (RTO) service level of Zero. Yes, Zero, it's contractually agreed!
• The solution is highly secure, yet also open, via a huge and highly well proven API architecture, allowing us to compose the ideal solution for you from a huge array of compenents
• It is an all in one (AIO), AI-powered omnichannel platform, built from the start for seamless communications whilst immune from the mode of communications itself
• It has a consistent user interface, irrespective of channel type for all voice and digital channels
• It features advanced routing and self-service automation, all out of the box
• It has natural language processing, AI, BOTS, and speech enabled interactive voice response, adaptable in-queue customer experience management, even at its lowest license tier
• AI-driven predictive routing gets your customers to the right agent, for the right reasons and at the right time
• You can go outbound as easily as you handle inbound, even blending the two at the same time, and across mutliple channels at the same time
• You can build and produce your own custom dashboards, wallboards and reports, indeed, the very concept of canned reports for a business are gone, now its about building reports that are relevant to you!
• You can truly harness the power of your people, with quality assurance, quality management, gamification and resource management which are incredibly easy to use and consume right from day one
• You have an open approach to telecoms available to you, you can even bring your own carrier (BYOC) to the premises or to the cloud.  That is not true of many CCaaS platforms out there, so beware of apparantly cheap seats but lock in on expensive telecoms charges in month
• Full out of the box unified communications, including the ability to natively integrate with Zoom, 8x8 and Microsoft Teams; even on the dial-tone, so no PSTN charges when you consult between the contact centre and a UC back office user
• Integration to 3rd party systems like Active Directory, Microsoft Dynamics, Salesforce, Zoom and hundreds more allows you to extend the solution easily. Some of these integrations are even prebuilt or are available with a one-click-installation model from the Genesys Cloud CX AppFoundry which offers hundreds of blueprints, integrations and 3rd party applications, all verified to work seamlessly with the contact centre platform

Those are just some of the reasons why we think Genesys Cloud CX is the strongest possible Contact Centre solution option available on the market.  If you would like to learn more then please do not hesitate to contact us.

Genesys Cloud CX is an undisputed leader in Contact Centre as a Service. Here are some of the outstanding numbers that underpin this position:

• Positioned with the highest ability to execute of the entire market in the 2022 Gartner® Magic Quadrant™ for CCaaS
• Over 3,700 businesses just like yours are already on the platform across 100 countries around the world, so its referenceability is the highest in the sector
• As a Cloud solution provider, it still offers a 99.99% availability, being the most reliable customer experience solution in the world
• Over 250+ new features are published to the platform every year, with updates coming every Tuesday and live by each Wednesday
• Over 900,000 agents and customer service representatives are on the platform at any given moment in time
• Over 20,000,000 interactions are handled on Genesys Cloud CX daily
• Over 350 ecosystem applications and pre-built integrations including Salesforce, ServiceNow, Microsoft Teams, Zoom and many more

Given Genesys has such a long antecedence going all the way back to 1990, competitors like to label and position Genesys as only being suitable for the Fortune500 size enterprise user and that if your business is not in the Fortune500 that your business wouldn't qualify to consume the technology.  Statements like these simply aren't true, noting that that average deal size for Genesys Cloud CX is actually 114 seats in size, which is right in the mid-market.  Whether you have 25 customer service representatives, or 25,000+, the same solution approach applies, and both are equally welcomed to the platform.