The days of managing customer interactions separate from the rest of your business operations are long gone. Today, your customer experience software should be interoperable with your existing systems. With this, you can orchestrate seamless and proactive customer journeys based on contextual data. The Genesys CloudTM platform makes it possible — and easy. Here are six reasons why you should consider adopting the leading contact centre platform.
1. Grow globally without limitations
Genesys Cloud is built to scale. Its cloud-native architecture, methodologies and operations ensure reliability and continuity during busy periods. And there’s virtually no limit to the volume of customer demand it can handle. One of the world’s largest cloud contact centres builds on the platform to empower its more than 30,000 peak agents to serve customers efficiently.
Using a load balancer, individual requests are distributed evenly across a given region. Free your IT team from architecting your system to handle peaks in demand. Enable them to make progress on transformative projects that position your company for future growth. And, as your business expands, you’ll gain virtually unlimited reach across thousands of servers and data centres. Genesys Cloud is live in over nine locations and counting, including North America, Asia Pacific and Europe.
2. Rapidly deploy innovations
Succeeding in today’s digital landscape means staying on top of innovations. This includes artificial intelligence (AI), new digital channels and workforce engagement tools. Deploying new features and capabilities to give you a competitive edge shouldn’t disrupt systems or increase costs. Genesys Cloud offers the broadest and deepest set of capabilities in the market, and the list continues to grow.
Genesys Cloud developers continuously deploy small batches of enhancements without interruptions or downtime. So, customers see new features that can be launched with the click of a button, every week. This means rapid access to new functionality, including AI-powered tools that can create more fluid customer and employee journeys — without allocating resources from IT.
“The real beauty of the Genesys Cloud platform is that it’s constantly incorporating the latest and greatest features. So, however customer expectations change, we can adapt — and do it quickly and cost-effectively.”
Ian Roberts
Operations Leader
Quicken
3. Bring your business units together
Integrating with existing systems should be easy. Your employees should have the right tools to get a full picture of the customer journey. With them, they can deliver the best possible customer experiences. Genesys Cloud works with systems that are on-premises or in the cloud. It lets you connect your custom or commercial systems and applications. You can control how data is retrieved and synchronised between systems, how it’s used in the platform and who can view it. Genesys Cloud smoothly brings the best of all worlds together, including:
- Voicebots
- Chatbots
- Webhooks
- CRM data actions
- Embeddable frameworks
- Single sign-on
- Third-party speech engine integrations
Genesys AppFoundry Marketplace has more than 350 pre-built customer experience applications and integrations from industry-leading vendors and technology partners. You can integrate existing CRM solutions, workforce management tools and business intelligence systems. You can also introduce new capabilities like agent gamification. Or enjoy one-click installation and free trials of premium apps.
4. Empower your teams with a simple way to configure workflows
Implementing new capabilities and functionality can be challenging with older call systems. Designing, creating and improving self-service tools requires specific skills and IT expertise. Your IT team can feel underutilised when they have to handle repetitive tasks. Operational efficiency might be affected as they devote time and attention to constantly reconfiguring software.
But the Genesys Cloud platform gives your frontline agents and managers autonomy and flexibility. They can design, create and automate workflows without calling IT. Contact centre managers can design IVR workflows with an intuitive drag-and-drop editor. They can easily configure prompts, data dips, sub-menus and transfers to adapt to changing business needs. And easy webhook integrations let your teams consistently deliver timely updates through appropriate channels. By enabling your workforce to be self-sufficient, IT can focus on driving strategic initiatives.
“The greatest impact of the Genesys Cloud platform was how easily we could control the customer experience…. We added new messages to our IVR in just a couple of minutes, which is something almost unheard of in our industry. And we did this without relying on IT experts.”
Ian Roberts
Operations Leader
Quicken
5. Enable your developers to build exactly what you need
When more advanced modifications are required, the Genesys Cloud platform makes customisation easy. It’s no problem to integrate with Salesforce or another CRM system. Your organisation’s IT experts can build almost any custom integration and application. They can use any programming language, with the same fully secured and versioned Public REST API that was used to build the Genesys Cloud all-in-one solution. The API-first native-cloud platform handles more than 8 billion API requests monthly and scales as volume grows.
And if developers need extra guidance to build a custom customer service ecosystem, the Genesys Developer Centre has tutorials, documentation, knowledge articles and a developer community to help.
6. Safeguard your customers with the secure cloud solution
Your customer and business data are safe with Genesys Cloud. A dedicated team of security and privacy experts works hard to keep you and your customers protected from security breaches. The Genesys Cloud platform maintains strong encryption, logical isolation, stringent multi-tenant security standards and key certifications. You can comply with cloud-security best practices and data-privacy regulations — no matter your industry or location.
You can trust that you’ll stay online and operational too. Genesys Cloud is deployed globally in multiple Amazon Web Services (AWS) Regions. Within each region, Genesys Cloud microservices are spread across multiple AWS Availability Zones. This distributed architecture means that a failure in one zone, such as a power outage, doesn’t cause the entire service to crash. Genesys Cloud provides visibility into SLAs, current system status, availability metrics and a history of incident resolutions across every service and region.
“Genesys Cloud is a big winner for us. The platform gets better every year. There are more and more enhancements, and that’s the evolution of cloud-based tech. I think we’ve had a very fruitful relationship with Genesys, which will continue to grow.”
Rohan Khanna
GM of Technology, Innovation and Projects
Probe Group