We hear a lot about “the new normal” these days. But no one is quite sure what exactly that will look like in a year — or even in a few months. Amid changes that are global, many companies are looking for ways to continue serving customers, keeping employees safe and engaged, and maintaining business as usual. The cloud plays a major role in that for contact centres.

Meeting Contact Center Challenges

If you manage a call centre, the unexpected costs of the new normal could affect you in a few ways: increased demand drives up wait times — and that increases customer frustrations. To combat this, you need to deflect calls to lower-cost channels and automate tasks that don’t require a human touch. You also need a call centre solution that’s adaptable, flexible, built for change and can meet your needs over the long term.

An all-in-one contact centre platform gives you the capabilities to avoid disruption and ensure business continuity. You can implement new technologies like artificial intelligence (AI) and predictive engagement quickly and easily. And open APIs enable fast integrations and upgrades; end-to-end omnichannel management gives you the flexibility that’s become a necessity in meeting customer — and employee — needs now, and in the future.

Get Up and Running in the Cloud
Be ready for today’s challenges and what’s next with the Genesys Ready Response offer. The Genesys CloudTM solution lets you reduce inbound volume while controlling costs. Advantages include:

  • Quick and easy setup — deploy voice channels within 48 hours and digital channels shortly after that
  • Access to voice and digital channels
  • Automation and self-service with IVR auto-attendant
  • Proactive outbound voice
  • Self-service options free your agents for more complex interactions
  • Employee collaboration tools like built-in chat, document sharing and video conferencing to boost productivity and support an at-home workforce
  • Security and resilience built into a platform that can handle rapid change

Manage spikes in inbound volume. The Genesys Cloud solution lets you easily develop a strategy to deflect calls to lower-cost digital channels. In addition, outbound voice enables you to inform customers about problems, fixes and important announcements — reducing call volume proactively. You also can automate interaction routing across all channels and give customers self-service options to ease the stress on your agents.

Adapt to changes. Maintain business continuity when the unexpected happens again. The Genesys Cloud solution is reliable, secure and built on Amazon Web Services, so it’s extremely adaptable and resilient for handling dramatic fluctuations in demand.

Prepare for the future with a cloud partner — not just a vendor. Learn more about the Genesys Ready Response offer now. And read this tip sheet for 12 signs that you’re ready to move to a cloud contact centre.