Contact center solution provider Genesys has announced its new Genesys Guru portfolio of managed, cloud-based services. The portfolio is designed to help the company’s customers take full advantage of their investments in the Genesys Customer Experience Platform through managed expert services.
The new solution includes Workforce Optimization (WFO) services, through which the company’s experts identify, analyze and optimize business processes and workforce issues that would otherwise jeopardize the customer experience. This lets Genesys platform users better meet their regulatory requirements as well as get maximum value from their technology estimates.
The Genesys Guru portfolio also provides advice on best practices and analytical insights to help customers accelerate their time to value while also recognizing operational cost savings. By using a managed cloud-based approach to delivering services, customers can access capabilities originally only available through direct hiring. The result is a reduction in the cost and complexity of finding, hiring and training experts to manage WFO apps as well as other analytics and operational solutions.
“Guru fills a void in the market by closing the gap in the skills and expertise required to effectively manage digital and voice customer interactions and journeys," said Reed Henry, chief marketing officer, Genesys.
According to Donna Fluss, president of DMG Consulting, WFO is one of the fastest growing segments in the contact center market. The new Genesys managed service offering is uniquely positioned to help customers take advantage of the benefits of WFO, ultimately offering an enhanced customer experience as well as valuable insights into the customer experience.
Genesys Guru may be used with both cloud-based and on premises deployments of the Genesys Customer Experience Platform, and experts may work with existing customer deployments as well as new cloud installations. Services may also be tailored to meet customers’ specific needs, including having experts work alongside customer operations teams on daily reporting, implementation and fine tuning tasks. The portfolio features planning experts to aid with maximizing operations and workforce efficiencies; interaction analysis experts for optimizing speech and text analyses; and business performance experts to help identify recommendations and benchmarks for improving the overall customer journey.
Edited by
Maurice Nagle
