Genesys Cloud Review

Unified Communications

Genesys Cloud consolidates all client communications on a neat, singular interface, regardless if communications come from various customer-facing channels, including social media applications, emails, calls, and even SMS. Its ability to unify all these channels is beneficial for both customer engagement and internal communications, as you can seamlessly leverage screen sharing, video chat, document management, and other tools in-platform as the need arises. 

Furthermore, having full visibility on all customers and their corresponding messages inside an easily accessible platform means your agents can deliver better and faster responses that can yield higher customer satisfaction ratings. 

Seamless Conversation Transfers

Transferring from one communication channel to another is a hassle-free and non-disruptive experience to both agents and their customers. With Genesys Cloud, you can seamlessly move your client communications on another channel. This means both parties can enjoy an uninterrupted experience where neither of the need to disconnect or drop the conversation. Similarly, all customer records and conversations are transferred over to the new channel, which is a godsend for call center teams that are wary of manual data entry and information consolidation.

Hassle-Free Implementation

Many contact center administrators believe that when it comes to contact center platforms, it’s either you have to build your own or settle with one that offers out-of-the-box functionalities. Genesys Cloud is proof that you can do both.  

In line with their motto “built for people, built for change,” this platform is built to adapt depending on what their customers require. Users may choose to use it as is without compromising functionality and flexibility. In a similar manner, they may configure it to match their existing workflows without having to worry about spending more than anticipated. And of course, customers may opt to use the platform and simply integrate it with applications to extend its functions as the need arises.

Easier Interaction Routing

As a contact center software, Genesys Cloud is equipped with great conversation routing functionalities. Be it texts, messages on social media, emails, or calls, this platform will allow you to prioritize, queue, and delegate incoming customer messages to the right agents. This way, you and your team no longer have to worry about overlooking messages or passing conversations to other agents. 

Better Operational Documentation

Customer service is continually evolving. To keep up with it, you must understand how you can improve your processes and the only way to do this is by documenting your performance. This is why Genesys Cloud comes with tools such as call recording, call listening, quality evaluation, and speech analytics. 

These tools are great for analyzing and grading how well your agents are interacting with clients. It can give you an idea of what aspects of your process you should be improving. In case the abovementioned is not enough, it also offers advanced reporting options that track response times and call durations, so you can do a more granular approach to operational documentation. 

Simplified Workforce Management 

Clients and prospective customers may contact you at any given time. So, you have to make sure that there are agents ready to accommodate them. However, managing schedules can get quite complicated, especially during unforeseen absences, To help you out, Genesys Cloud comes with a workforce management module where you can track historic schedule adherence, check time-off requests, as well as perform manual schedule creation. 

More Collaborative Workforce

Customer inquiries are answered and problems are resolved faster when agents collaborate. So, Genesys Cloud comes with built-in collaboration and internal communication functionalities to help you optimize your operations. With it, you can utilize a cloud IP PBX as well as facilitate audio conferences, webchat, desktop sharing, videocalls, and voicemails. Moreover, you can support desktop sharing and file sharing for easier relaying of instructions. 

With these functionalities in one convenient hub, you wouldn’t have to worry about relying on separate systems for your agents’ collaborative efforts. 

Improved Security

Many companies are often apprehensive of using cloud-based software because of the security risks that they pose. For instance, it can make your data vulnerable to viruses, hacking, and other cyber threats. To resolve this problem, Genesys Cloud is equipped with security tools such as data encryption and SSO options. Also, it comes with GDPR compliance, HIPAA compliance, PCI DSS – Secure IVR, and PCI DSS – Secure Pause tools. This way, you can completely safeguard your company and client data. 

Streamlined Operations

Last but not least, Genesys Cloud allows you to streamline your entire operations by adapting to different software ecosystems. It comes with pre-built CRM integrations that are easy to deploy and configure. These also allow you to present information to your agents in scripts or act on data straight from your CRM system or other third-party applications that store data. Furthermore, this platform allows users to work directly on your existing CRM interface for your convenience. 

Aside from CRM integrations, it also supports HR applications. All you’ll have to do is sync your user profiles with your HR systems, Active Directory, or any SQL database. This way, the software can automatically sync bidirectional data between the systems and the PureCloud platform.