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Genesys Engage Product Support is joining the acceleration to Cloud!

  • 1.  Genesys Engage Product Support is joining the acceleration to Cloud!

    GENESYS
    Posted 08-10-2020 16:23

    The Genesys Engage Customer Care team will be going live on the new Customer Care Genesys Cloud platform August 15th.

    The move to Genesys Cloud for the Customer Care organization is the foundation for future innovation. Once we've fully transitioned all Customer Care teams to Genesys Cloud we will begin working through a phased approach to enhance our intelligent routing options and features.

     For Genesys Engage customer and partners, you can expect some minor changes in experience when calling into Customer Care. Here are some of the changes you may notice:

    • There will be an option to enter PIN identification. This will be an option to create a more tailored IVR experience as we can then pull more information on your product and account with Genesys.
      • ANI identification will be continued to be leveraged when the system can identify your number appropriately

    If you need assistance locating your PIN you can find it here: navigate to the My Support Portal, then Manage Profile, then My Profile. There you will find IVR code/PIN. This will give the PIN needed to identify yourself within the new IVR. 

    • The new CX Platform will also take advantage of intelligent routing in order to deliver your web case to the best analyst possible.
      • A web service has been developed to intelligently route web cases based on an algorithm that will weigh and score a web interaction to route it to the best available analyst.
    • You can now start a chat session on one of your existing cases if you'd like to ask for status or maybe you'd like to ask an additional question. The chat will route to the engineer that is currently assigned to your case. If that engineer is unavailable it will route to an available engineer within the product team your case is assigned to.
    • Lastly, you will be able to choose whether you are calling in for a lower priority question or if you are experiencing an emergency. This will allow for the appropriate prioritization of calls coming in to ensure they are addressed appropriately. 

    Genesys is focused on delivering the best experience to our customers and partners!


    #ConnectwithaCustomer(NEW)
    #Unsure/Other

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    Mike Eaton
    Senior Manager - Customer Care Operations
    Genesys
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