Genesys Cloud (before PureCloud)

Genesys Cloud (before PureCloud) is the complete solution for contact centers with placement in a public cloud.

2020: Start of Experience as a Service

On June 18, 2020 the Genesys company announced start of Experience as a Service based on Genesys Cloud. Experience as a Service is developments which will help the companies to achieve personalisation in customer service, irrespective of scales of their activity. Genesys Cloud is the complete solution for contact centers with placement in a public cloud.

Experience as a Service

Now together with Genesys Cloud we offer Experience as a Service with the help which the companies will begin acquaintance to clients at the individual level, but not in a format of profiles or segments of the customer base. It is an interaction method, an opportunity to show original empathy in each contact point. When the organization is capable to provide the individual services corresponding to real needs of the client, it reaches that level of personalisation which from it is expected by clients. Tony Bates, CEO Genesys reported

According to the company, for 2019 about 500 companies from the different countries of the world passed to Genesys Cloud. Among them there are such brands as Banco Inter, Concord Servicing Corporation, eFinancial, Ethiopian Airlines, Medicard Philippines, Paycor, SITA and TechStyle. Genesys also closed more than 1000 transactions with the existing clients and helped them to increase service quality using Genesys Cloud opportunities. The scale of installations — from 20 to 20,000 jobs.

For June, 2020 as high-growth digital bank in Brazil, we selected Genesys Cloud because we needed the omnichannel cloud platform meeting requirements of strategy of explosive growth. Genesys Cloud allows us to use single solution for customer interaction in all canals and provides the flexibility necessary for fast development of the company, allows to implement the most modern and revolutionary solutions quickly. João Markush dos Santush, the head of department of infrastructure ensuring customer service in Banco Inter explained

Genesys Cloud is customized easily and without serious investments that allows the companies to consider fully industry specifics and to satisfy needs of the clients. In 2019 60% from 7 billion appeals to API (these digits grow monthly) were the share of clients and partners.

Additional opportunities for the Genesys Cloud setup under specific needs and requests are offered by Genesys AppFoundry — a specialized marketplace of products for customer service. AppFoundry is the platform where users of the solution and developers offer proprietary applications, services and integration packets.

Genesys also announced that updating of functionality of solutions will be made through Genesys Cloud now. It will allow all clients of Genesys — the products using local, cloud or hybrid version — to get access to the updated functions, including using artificial intelligence, predictive analytics and another.

2017: PureCloud nGagement for tracking of performance measures

In the Genesys PureCloud platform built-in system of tracking of performance measures which helps employees with real time to control own efficiency and work of the commands. The PureCloud nGAGEMENT platform allows to bring in real time such indicators to a geymifikatsionny panel. Existence of a uniform source of reliable information for performance management of personnel does workflows transparent and based on trust. Besides, the platform is rich data source, suitable for development and providing exclusive client experience.

Development of technologies increases importance of a human factor

The artificial intelligence (AI) has improbable potential in the field of customer service, but at the moment it cannot still replace the operator person. The McKinsey company, the consultant of management, developed^[1] the interactive tool for scoping of work which the robot – no more than 29% of the functions which are traditionally executed by the operator of customer support can execute. Contact centers implement chat-bots and other AI technologies for accomplishment of simpler and predicted tasks, but at the same time real operators should solve harder and harder and important tasks.

The context and the history of interactions are still essential for seamless service. And when processing exclusively difficult tasks the help of colleagues can be necessary for the operator: if the software for contact center has necessary functionality, you will be able to offer clients seamless service according to their requirements.

The solutions combined with AI technologies provide convenience and efficiency, thereby increasing satisfaction both clients, and employees – just do not forget, the value of a human factor is how high. Real operators estimate a context of interaction and sympathize with clients better, than artificial intelligence techniques. Therefore real operators to offer clients service at the highest level. Offer the operators tools which will help to set the correct tone of interaction and to make experience of communication with your brand more interesting, and it is unimportant on what you will play – on sense of humour or on the authority of the company.