Genesys Customer Care is joining the acceleration to Cloud! Over the next few months Customer Care will be moving all of its Customer Care product support teams to the Genesys Cloud Platform. This means you'll be routed to the best Customer Care Analyst to handle your question or issue via a single CX Platform no matter what Genesys product you're leveraging today!
To ensure we have a smooth and uneventful migration for our customers, partners, and Care employees, we will be migrating our teams by product line. This phased approach will ensure that we can address any potential issues quickly with little impact as possible that may occur when moving to a new CX Platform.
In preparation for the migration, the Genesys Cloud Customer Care team will be unavailable via Chat from 8 June until the beginning of August. We look forward to enabling new chat functionality in the future with this move to the Genesys Cloud platform.
The Genesys Cloud Customer Care support team will be the first in our Care organization to go-live on the new CX Platform! We are planning to switch the Genesys Cloud Care team over to the new platform on July 18, 2020. As we move closer to the go-live date we will continue to share more information on what this change will mean to you!
We would like to provide the opportunity to get feedback from you on the Customer Care experience. What are your opinions and what do you think is a "good" Customer Care experience?
#ConnectwithaCustomer(NEW)#Unsure/Other------------------------------
Mike Eaton
Senior Manager - Customer Care Operations
Genesys
------------------------------