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Category: Cloud

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Cloud Contact Centers PureCloud

What is Cloud Contact center?

Contact centers found in the businesses that is responsible for organization growth. Cloud technology has improved the world in many possible ways. Modern call center technology has moved past average handle time, hold times and workforce optimization (WFO). Now, workforce engagement management (WEM) tools give you full insight. They provide a clear picture of customer and employee journeys.

Contact centers empowered by cloud tech gained numerous advantages in the market, leading to their overall popularity and usability. In the cloud, thousands of users backed up their data and accomplished different transactions. Even businesses boomed with the help of cloud technology. Among the businesses that boomed are cloud contact center solutions.

 

Good customer experience starts with using cloud technology.

Companies are facing severe competition to retain their customer and making them gratify.

All businesses are struggling with increased operational expenses, rising manpower cost and attrition. Along with this, keeping call center margins under tab and variable agent count requirements pose difficulty as well. To meet the above stated challenges, BPOs either deploy premise-based contact center or cloud contact center.

In today’s market many companies providing call center / contact center solutions but all are not pledged with functionalities.  Now, cloud technology is making its way to numerous enterprise call centers, regardless of the size of organization. Cloud technology not just helps connect better with customers but also help you make a professional impression on customers. According to a recent report, more than 34 percent companies ae using cloud contact center technology for their call centers.

Contact for Cloud Solutions

    Benefits of moving your call center to Genesys cloud.

    cloud-based contact center software with all the essentials built in. This includes inbound and outbound, from call routing and IVR to email, chat, social media, messaging, screen share, self-service options, workforce optimization, analytics and easy ways to connect your other business systems.

    Genesys is delivered over Internet as SaaS and works as complete communication suite for both domestic and international inbound and outbound contact center requirements. Genesys has you covered for all the ways you want to connect with customers.

    AI Powered innovation:

    Genesys offers AI flexibility. Maximise your investment with capabilities that work with other chatbot platforms from Google, Amazon, IBM and more. Whether you’re designing a function for voicebots, chatbots or messaging bots, the Genesys platform lets you build once and reuse on any channel.

    ROI:

    Genesys cloud contact center charge businesses for exactly they use and do not require any investment, which makes the overall deal extremely beneficial for any enterprise. It also provides on-demand support to customers along with a personalized experience to customers, which builds better brand image and maximize customer satisfaction.

    As per the recent research cloud call centers have around 40% lower annual costs related with customer turnover as compared to on-site contact centers. Using cloud-based technology reduces time spent on maintenance and upgrades. In fact, cloud centers in the cloud are more likely to deploy quickly, which is considered to be its key benefit.

    Customer experience (CX):

    CX Contact is an omnichannel, outbound campaign management solution that enables you to proactively reach out to your customers in an agile and fully compliant way. It’s designed to be easily managed by the business user, providing the agility your organization needs when it comes to how and when to communicate with customers and prospects.

    Customer experience (CX) Contact is equipped with a built in self-service, email and SMS content management system that enables easy and repeated use of pre-set campaign strategies. The list manager needs no database manipulation skills, and allows the users to easily set profiles and segments to leverage different contact strategies and channels. Every uploaded contact record enriched with global compliance data, enables the business users to consistently manage all regulatory requirements in global, regional or local level.

    Digital experience (DX)

    Businesses need to market, sell and engage with customers from anywhere across the digital channels they know and trust — now more than ever. As a company committed to delivering on our Experience as a ServiceSM vision, we know loyalty and trust are built on personalized interactions. Today’s customer journey often begins with a digital experience. This is the age of the digital majority.

    Advantages of Genesys cloud contact center solutions.

    Genesys Cloud CX is a unified all-in-one customer engagement and employee collaboration solution that is intuitive, easy to use and deploys rapidly. It is designed to help you deliver consistent, seamless, and personalized customer experiences.

    1. Reduced hardware, software and internal IT expenses
    2. No upfront capital cost
    3. Connect with customers, manage relationships, and see trends using one simple platform.
    4. Empower employees with valuable real-time information.
    5. Gain a competitive edge.
    6. Fast set-up and implementation
    7. Flexibility to work anywhere
    8. Scalability

    Our team is happy to connect with you and take you on a product demo.‍ See how our products work together to streamline your helpdesk process and significantly improve your customer experience. 

    Contact us for better customer experience (CX).

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    Posted by Rupali Mahantesh
    Geneys Cloud contact center solution, omnichannel cloud technology
    Cloud Contact Centers PureCloud

    What Every Business Leader Should Know About Cloud Contact Center Solutions

    Cloud contact center solutions are becoming a very frequently used technology were transforming the customer experience. Let’s ask any business leader about their contact center experience and their eye will be glass over.

    As the novel coronavirus forces people into a digital-only way of life, it’s important for businesses to infuse virtual experiences with a human touch.

    One of the highest in-demand technologies in the market today, cloud contact center services allow you to implement solutions which can rapidly attract and engage your potential customers zestfully ushering in transformations and paving the way for a well-defined and a more customer-friendly platform.

    Redefining customer experience:

    Genesys omnichannel cloud technology help business leader to redefine their customer experience. To make more business by capturing to increase leads and ROI, each call must have skilled agents and the best tools in its arsenal. Let’s take a closer look at cloud contact center technologies and how companies are using them to solve customer issues and streamline costs.

    Software built for seamless channel surfing

    Genesys Cloud provides enhanced omnichannel customer service and support on a single platform.

    Provide delightful customer interactions across all channels, managed in one place. No matter how customers reach out to you, we’ve got you covered.

    Built from the start to handle any channel, our contact center software follows the conversation everywhere. It turns calls, emails, chats, social comments and instant messages into a seamless conversation, all within a single tool. You can stop thinking channels and start thinking experiences.

    Intuitive user interface that’s designed for your teams

    Make sure you’re not overlooking good user experience. Poorly designed software takes longer for your customer service teams to learn to use — and can delay tasks.

    Our contact center software is designed in close collaboration with the agents and admins who actually use it. The user interface is easy to learn, easy to use and easy to manage. And that translates to a boost in your contact center productivity — and in your bottom line.

     
    Modern, secure cloud architecture

    Many simple cloud solutions force you to make trade-offs with functionality, reliability or flexibility.

    With Genesys cloud contact center software, you get a multi-tenant, microservices architecture you can trust — with the scale, flexibility and security you need. Our code goes through extensive automated unit and integration testing to check the performance of individual components and how they work together. And our dedicated team of security and privacy experts works hard to keep you protected from threats.

    Constant innovation and continuous deployment

    Legacy call center software is synonymous with large upgrades and forced downtime, which make staying current hard and expensive.

    Genesys makes it easy to keep up. Our R&D team is constantly innovating. Our DevOps model means new functionality is regularly available with the refresh of a browser. So, your updates are painless, low-risk events with no downtime.

    You get rapid access to new functionality, including innovations in artificial intelligence (AI)-powered customer and employee journeys. That’s why thousands of businesses trust our award-winning software to power their customer conversations — now and in the future.

    Our team is happy to connect with you and take you on a product demo.‍ See how our products work together to streamline your helpdesk process and significantly improve your customer experience. 

    Contact us for better customer experience (CX).

    Reach Skyluxinc social platform. Linkedin Facebook Twitter YouTube

    Posted by Rupali Mahantesh
    Cloud Contact Center
    Cloud Contact Centers PureCloud

    Migrate traditional to Genesys Cloud Contact Center

    Skylux is the only Genesys contact center solution provider in India who offer Cloud contact center and Premises contact center software. Each solution is built with application for inbound and outbound call center

    Genesys Contact center software improved management and service. Skylux allows the software along with managing customer interactions based on contact attribute in India.

    Why Skylux:

    Organization’s of all types can quickly and easily deliver seamless omnichannel customer journeys and build lastingrelationships

    Build on a solid foundation for dynamic customization

    Call center software from Genesys offers  Inbound and Outbound call routing, IVR, Email, Chat, Chatbot, Voice Bots, Social media, Messaging, Screen share, Recording,  CRM integration, Co-browsing, Survey, Quality management system, BYOC, self-service options, API developer tool, Security, Workforce management and Speech analytics. Genesys supports all the ways you want to connect with your customers.

    Why Cloud Call Center?

    A cloud call center is a web-accessible platform for handling customer calls and interactions. As customers continue to increase their use of email, chat, social and text to connect with businesses, the need to modernize the call center is imperative.

    There are few powerful abilities offered by Genesys Unified communication Contact management software:

    1. Virtualize contact center routing, reporting and computer telephony and interactive voice response (IVR) systems
    2. Scalable cloud-native architecture
    3. Interface with carrier’s networks for pre-routing and delegation of calls targeted to one or more contact centers
    4. Segment customers and monitor resource activity and availability
    5. Deliver each contact to the most appropriate resource anywhere in the organization
    6. Profile each customer using contact-related data, such as dialed number and calling line ID
     
    How Genesys Cloud contact center benefits to the businesses?
    To keep up with emerging communication channels and the consumers who adopt them, many call centers scrambled to add new functionality. This resulted in a multichannel approach, with separate point solutions cobbled together. And it created complicated systems that are hard to use and expensive to manage. Genesys contact center software makes omnichannel easy.
    1. Reduced IT Costs to maintaining and managing your IT system
    2. Collaboration efficiency
    3. Flexibility and easy to manage
    4. Business continuity and increase the productivity
    5. Better insights and better engagement
    6. Software built for seamless channel surfing
    7. Intuitive user interface designed for your teams
    8. Modern and secure the data
    9. Intuitive user interface designed for your teams

    GenesysCloud is a suite of cloud services for enterprise-grade communications, collaboration, and contact center management. GenesysCloud Platform provides the core architecture for all other services. This includes all of the APIs that power the browser, mobile, desktop, and telephony applications.

     

     

    Posted by Rupali Mahantesh
    Cloud Contact Center
    Cloud Contact Centers PureCloud

    Migrate traditional to Genesys Cloud Contact Center

    Skylux is the only Genesys contact center solution provider in India who offer Cloud and Premises contact center software. Each solution is built with application for inbound and outbound call center

    Genesys Contact center software improved management and service. Skylux allows the software along with managing customer interactions based on contact attribute in India.

    Why Skylux:

    Organization’s of all types can quickly and easily deliver seamless omnichannel customer journeys and build lastingrelationships

    Build on a solid foundation for dynamic customization

    Call center software from Genesys offers  Inbound and Outbound call routing, IVR, Email, Chat, Chatbot, Voice Bots, Social media, Messaging, Screen share, Recording,  CRM integration, Co-browsing, Survey, Quality management system, BYOC, self-service options, API developer tool, Security, Workforce management and Speech analytics. Genesys supports all the ways you want to connect with your customers.

    Why Cloud Call Center?

    A cloud call center is a web-accessible platform for handling customer calls and interactions. As customers continue to increase their use of email, chat, social and text to connect with businesses, the need to modernize the call center is imperative.

    There are few powerful abilities offered by Genesys Unified communication Contact management software:

    1. Virtualize contact center routing, reporting and computer telephony and interactive voice response (IVR) systems
    2. Scalable cloud-native architecture
    3. Interface with carrier’s networks for pre-routing and delegation of calls targeted to one or more contact centers
    4. Segment customers and monitor resource activity and availability
    5. Deliver each contact to the most appropriate resource anywhere in the organization
    6. Profile each customer using contact-related data, such as dialed number and calling line ID
     
    How Genesys Cloud contact center benefits to the businesses?
    To keep up with emerging communication channels and the consumers who adopt them, many call centers scrambled to add new functionality. This resulted in a multichannel approach, with separate point solutions cobbled together. And it created complicated systems that are hard to use and expensive to manage. Genesys contact center software makes omnichannel easy.
    1. Reduced IT Costs to maintaining and managing your IT system
    2. Collaboration efficiency
    3. Flexibility and easy to manage
    4. Business continuity and increase the productivity
    5. Better insights and better engagement
    6. Software built for seamless channel surfing
    7. Intuitive user interface designed for your teams
    8. Modern and secure the data
    9. Intuitive user interface designed for your teams

    GenesysCloud is a suite of cloud services for enterprise-grade communications, collaboration, and contact center management. GenesysCloud Platform provides the core architecture for all other services. This includes all of the APIs that power the browser, mobile, desktop, and telephony applications.

     

    Posted by skyluxadmin
    Cloud

    Gartner Recognizes Genesys Cloud For Ability To Execute

    Gartner recently released its 2020 Magic Quadrant for Contact Center as a Service, in which it names Genesys a Leader and positions it furthest for “Completeness of Vision.” We’re super excited to be recognized for our vision — and we’re equally proud of our significant improvement in “Ability to Execute.” Afterall, customers invest in our Experience as a Service vision, but it’s our ability to execute on this vision that earns their trust and engenders loyalty.

    1. Meeting New Challenges

    A crisis like the COVID-19 pandemic is unlike anything we’ve experienced in our 30 years of business. Across industries, businesses are in uncharted waters. More than 700 organizations have asked Genesys to help with remote capabilities, shifting geographic operations and managing unexpected surges in customer inquiries.

    Our rapid response offer was a stress test for the entire organization, our partners and our cloud platform. Teams had to remain agile and adaptable in their execution. Working together, customers had new contact centers up and running in less than 48 hours using Genesys Cloud solutions.

    2. Servicing the World

    Many companies are looking to consolidate their contact center platforms to a single provider that can service multiple geographic regions. In the report, Gartner shares its perspectives on this important trend.

    With customers worldwide, the Genesys Cloud global presence and reach is unmatched. Nearly 60% of our top 50 Genesys Cloud customers are multinational organizations. They’ve chosen Genesys because of our ability to execute against our sound geographic strategy, which includes a well-established global channel and partner ecosystem.

    Genesys Cloud is now available in nine Amazon Web Services (AWS) Regions. Our latest additions of Canada, Korea and the UK are especially valuable for companies in financial services and government who have strict data sovereignty requirements. And we have more expansion underway, including new core and satellite regions, along with additional Genesys Cloud Voice availability.

    3. Partnering with the Best

    Executing well doesn’t mean we do it alone. Our partners are innovative, market leading, world–class companies that work together with Genesys to improve each other’s ability to deliver greater value, at scale, for customers across the globe.

    We partner with industry leaders like Microsoft, Google Cloud, AWS, Adobe and Zoom Video Communications. These partnerships are critical for us to advance our Experience as a Service vision. We can consume and share data with these vendors using cloud technology and artificial intelligence to deliver hyper-personalized experiences for customers.

    We’re putting additional focus on our global partner network — working more closely than ever to ensure our customers have the right support to execute on their cloud strategies. Additionally, to help organizations extend the Genesys Cloud platform with seamless access to partner applications, integrations and services, we continue to grow the AppFoundry Marketplace.

    4. Transforming Contact Centers of All Sizes

    Since 2017, we’ve helped more than 2,500 contact centers move from aging call center systems to a cloud customer experience platform built for rapid innovation. Our proven approach lowers risk, simplifies the complicated and delivers business value faster. We know what it takes to get the job done right.

    For Westpac NZ, migrating to a cloud-based contact center platform delivered many benefits. After switching to the Genesys Cloud platform, it improved customer experience and Net Promoter Scores, increased call flow by 100%, and moved away from 39 siloed contact centers — broken down by region — to a single virtual contact center.

    5. Delivering Value

    At Genesys, execution isn’t measured by the number of new features released or the amount of revenue generated each quarter. It’s measured by how we show up — as “One Genesys.” It’s the shared values and trust in each other, across our employees and partners, to deliver amazing experiences and outcomes to our customers and their customers.

    Get a complimentary copy of the 2020 Gartner Magic Quadrant for Contact Center as a Service report.

    Gartner Magic Quadrant for Contact Center as a Service, Steve Blood, Drew Kraus, Pri Rathnayake, 9th November 2020.

    Gartner does not endorse any vendor, product, or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

    Posted by skyluxadmin
    298
    Cloud

    Shifting Your Operational Customer Experience Mindset For Cloud

    When organizations make the transition to a cloud-based contact center, they also need to shift their mindset, especially from an operations perspective, in how they look at customer engagement.

    There are three ways a new customer experience mindset lets you get the most out of your new contact center.

    • Monitor customer experience cloud services.
    • Move from change to release management.
    • Treat customer experience like a product.
    • Let’s dig deeper into each of these methods.

    Monitor Customer Experience Cloud Services

    One of the first questions I get from operations teams is, “How do I monitor my services?” When transitioning to a cloud solution, it’s also important to move from an operational mindset of focusing on infrastructure-based concepts — memory and CPU — to performance, including agent, customer, and platform performance.

    I tell customers to treat their platforms more like a traditional Software as a Service solution and monitor user experience, customer experience and quality. That means watching your mean opinion scores and survey results. And it means, for example, running regular synthetic tests that simulate basic agent actions to verify the system is up and performing effectively for you.

    Move from Change Management to Release Management

    I work with a lot of large customers that are used to working in a traditional IT-related change management model. In this model, a vendor notifies them of every change and they run any necessary testing on their end before the upgrade release.

    At first, these customers expect to be notified before Genesys makes a change in the cloud. But, in a cloud environment, we roll out changes continually. Because it’s a subscription service, there’s no such thing as software change management anymore. It’s more release management: We notify you of important new functionality and from that, you decide how you want to release new capabilities to your customers.

    This involves closer alignment between your IT group and the business because, contrary to the traditional IT change management model, the business manages the release in a cloud model.

    Treat Customer Experience like a Product

    Companies often seek advice on realigning their business organizationally — as they evolve their digital transformation and customer engagement strategies. Having a dedicated product manager who oversees customer engagement and treats it like a product is a good way to handle this.

    Companies sometimes cling to a legacy mindset of treating customer experience as a “necessary evil.” They want to lower their handle times and keep their costs down, for example. But they’re not yet fully embracing it and recognizing all the business benefits it delivers. When you apply product management methodologies to your own internal customer experience — when you ask about the experience your customers have with your brand — that’s when you can really move the needle.

    For example, I worked with one company that was much siloed in its approach. It didn’t seem to have anyone manager or owner looking across the company siloes to say, for example, “What is the experience of someone buying a product on our website who runs into a delivery problem?” As a result, customers have an inconsistent, unsatisfying experience when they try to resolve their issues.

    In this scenario, no one is thinking holistically about their care experience. However, by assigning a product manager to handle customer experience, you have a dedicated person to ensure that customer experience is built as an ongoing relationship — and seen as a priority.

    When you make the move to the cloud, you must also change your mindset. The Genesys Cloud platform is a true SaaS solution — with the advantage that you no longer have to worry about or manage the legacy IT infrastructure. Our continuous release cycle delivers functionality, innovation, and value.

    Posted by skyluxadmin
    7
    Cloud

    Harness The Power Of Choice And Flexibility With Multicloud

    Choice is a very powerful word. We often talk about the power of choice and how it can be a path to happiness. Being able to make choices puts us in the driver’s seat to pursue our goals and dreams. And, even as the world changes faster than before and we’re presented with new challenges, leveraging the power of flexibility lets we stay committed to realize those dreams. Flexibility gives us different, personalized approaches to reach our goals.

    For organizations that want to elevate the customer experience, the Genesys Engage solution gives them the power of choice and flexibility. And it prepares them for success in the new normal. The following are some of the foundational components that make the Genesys Engage solution so powerful.

    Experiences as a Service

    For many small to large organizations, building trust and earning customer loyalty are critical goals in these new times. However, making customers feel remembered, heard and understood — and doing this at large scale — is still an impossible dream for many.

    Genesys empowers organizations to provide every customer with exactly the experience they want — every time — while showing them they’re valued. Through the power of cloud and artificial intelligence (AI) technologies, you can understand each customer’s needs and intents. And you can define personalized experiences that show true empathy. This is the foundation of Experiences as a Service, pioneered by Genesys.

    Native Multicloud Architecture

    Some organizations struggle to define their best path forward when introducing a technology for new customer experiences. Some believe it isn’t the right time for a new tech because they’ve recently invested in on-premises infrastructure. Others might be concerned about relying on a single cloud infrastructure.

    Genesys Engage is unique because offers businesses the power of choice and flexibility. The newly cloud-native architecture is based on containers and micro services technology. This means it’s easy to build a flexible multi-vendor ecosystem. And you can choose from various deployment and management options.

    Unlike other vendors, you can deploy Genesys Engage in multiple ways and even choose your infrastructure provider. Genesys can run in public cloud (Amazon Web Services, Microsoft Azure) as well as private cloud (Amazon Web Services, Microsoft Azure, Google Cloud) or on premise. In addition, deploying the hybrid model of Genesys Engage lets you expand your on-premises environment with innovations from the Genesys Cloud platform. This gives you the power of Genesys Predictive Engagement and Genesys Workforce Engagement Management — in a completely integrated solution.

    The native multicloud architecture of Genesys Engage also enables you to easily build a rich multivendor ecosystem that integrates existing applications from multiple providers. This gives you the flexibility to tailor your architecture and move software applications among clouds — or use multiple providers for specific application needs.

    The Genesys Engage solution gives you the benefits of cloud technology on the platform you choose. You can accelerate development cycles and tap into the latest and greatest innovations using a continuous delivery model. You have a fast, easy and flexible path to the cloud on a robust, scalable, secure and cost-efficient platform.

    Future-Ready

    Making every customer feel valued is no longer an impossible dream. Step into the driver’s seat and get the power of choice and flexibility.

    The native multicloud architecture of the Genesys Engage solution lets you leverage different and easy approaches to adopt cloud innovations. And that means you can quickly build trust and loyalty in every customer connection.

    Posted by skyluxadmin
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