As part of our ongoing commitment to an industry-leading experience for our customers, we have assembled a team dedicated to improving the PureCloud Customer Support experience.  This team is comprised of people representing all of Genesys and is redesigning our PureCloud Customer Care organization using feedback from all of our customers provided in our recent NPS survey. 

As part of this initiative, the team will be providing regular updates through the Community.  We're beginning by restructuring our Customer Care team and realigning our analysts into product skill groupings with technical mentors.  This will allow us to route your cases to an experienced team more quickly.

We look forward to hearing your feedback and improving your experience every day.

As part of our ongoing commitment to an industry-leading experience for our customers, we have assembled a team dedicated to improving the PureCloud Customer Support experience.  This team is comprised of people representing all of Genesys and is redesigning our PureCloud Customer Care organization using feedback from all of our customers provided in our recent NPS survey. 

As part of this initiative, the team will be providing regular updates through the Community.  We're beginning by restructuring our Customer Care team and realigning our analysts into product skill groupings with technical mentors.  This will allow us to route your cases to an experienced team more quickly.

We look forward to hearing your feedback and improving your experience every day.

As part of our ongoing commitment to an industry-leading experience for our customers, we have assembled a team dedicated to improving the PureCloud Customer Support experience.  This team is comprised of people representing all of Genesys and is redesigning our PureCloud Customer Care organization using feedback from all of our customers provided in our recent NPS survey. 

As part of this initiative, the team will be providing regular updates through the Community.  We're beginning by restructuring our Customer Care team and realigning our analysts into product skill groupings with technical mentors.  This will allow us to route your cases to an experienced team more quickly.

We look forward to hearing your feedback and improving your experience every day.

As part of our ongoing commitment to an industry-leading experience for our customers, we have assembled a team dedicated to improving the PureCloud Customer Support experience.  This team is comprised of people representing all of Genesys and is redesigning our PureCloud Customer Care organization using feedback from all of our customers provided in our recent NPS survey. 

As part of this initiative, the team will be providing regular updates through the Community.  We're beginning by restructuring our Customer Care team and realigning our analysts into product skill groupings with technical mentors.  This will allow us to route your cases to an experienced team more quickly.

We look forward to hearing your feedback and improving your experience every day.

As part of our ongoing commitment to an industry-leading experience for our customers, we have assembled a team dedicated to improving the PureCloud Customer Support experience.  This team is comprised of people representing all of Genesys and is redesigning our PureCloud Customer Care organization using feedback from all of our customers provided in our recent NPS survey. 

As part of this initiative, the team will be providing regular updates through the Community.  We're beginning by restructuring our Customer Care team and realigning our analysts into product skill groupings with technical mentors.  This will allow us to route your cases to an experienced team more quickly.

We look forward to hearing your feedback and improving your experience every day.

As part of our ongoing commitment to an industry-leading experience for our customers, we have assembled a team dedicated to improving the PureCloud Customer Support experience.  This team is comprised of people representing all of Genesys and is redesigning our PureCloud Customer Care organization using feedback from all of our customers provided in our recent NPS survey. 

As part of this initiative, the team will be providing regular updates through the Community.  We're beginning by restructuring our Customer Care team and realigning our analysts into product skill groupings with technical mentors.  This will allow us to route your cases to an experienced team more quickly.

We look forward to hearing your feedback and improving your experience every day.

As part of our ongoing commitment to an industry-leading experience for our customers, we have assembled a team dedicated to improving the PureCloud Customer Support experience.  This team is comprised of people representing all of Genesys and is redesigning our PureCloud Customer Care organization using feedback from all of our customers provided in our recent NPS survey. 

As part of this initiative, the team will be providing regular updates through the Community.  We're beginning by restructuring our Customer Care team and realigning our analysts into product skill groupings with technical mentors.  This will allow us to route your cases to an experienced team more quickly.

We look forward to hearing your feedback and improving your experience every day.

As part of our ongoing commitment to an industry-leading experience for our customers, we have assembled a team dedicated to improving the PureCloud Customer Support experience.  This team is comprised of people representing all of Genesys and is redesigning our PureCloud Customer Care organization using feedback from all of our customers provided in our recent NPS survey. 

As part of this initiative, the team will be providing regular updates through the Community.  We're beginning by restructuring our Customer Care team and realigning our analysts into product skill groupings with technical mentors.  This will allow us to route your cases to an experienced team more quickly.

We look forward to hearing your feedback and improving your experience every day.

Starting today to improve customer experience, decrease resolution time, and increase security, PureCloud Customer Care is moving to a new method for obtaining access to customer Orgs. This new system is called Support Orgs and is built upon a PureCloud feature called Authorized Organizations.

The Authorized Organization feature provides Customer Care access to your Org in a way that you control via the same roles and permissions that you use to manage your own users' access. Once your Org is paired with the Support Org you can control what roles Care has access to. You can also revoke the pairing at any time.

This saves time and unnecessary back and forth by allowing you to grant permission once and not having to on each case.

You can read more about this release here (Please note you must be logged into the Support Portal to access this link).  You can also read more about PureCloud Authorized Organizations feature on the PureCloud Resource Center here.

As always, feedback on this improvement is welcome and we can answer any questions around it here in this discussion.

Sincerely,
Cass

As part of our ongoing commitment to an industry-leading experience for our customers, we have assembled a team dedicated to improving the PureCloud Customer Support experience.  This team is comprised of people representing all of Genesys and is redesigning our PureCloud Customer Care organization using feedback from all of our customers provided in our recent NPS survey. 

As part of this initiative, the team will be providing regular updates through the Community.  We're beginning by restructuring our Customer Care team and realigning our analysts into product skill groupings with technical mentors.  This will allow us to route your cases to an experienced team more quickly.

We look forward to hearing your feedback and improving your experience every day.

As part of our ongoing commitment to an industry-leading experience for our customers, we have assembled a team dedicated to improving the PureCloud Customer Support experience.  This team is comprised of people representing all of Genesys and is redesigning our PureCloud Customer Care organization using feedback from all of our customers provided in our recent NPS survey. 

As part of this initiative, the team will be providing regular updates through the Community.  We're beginning by restructuring our Customer Care team and realigning our analysts into product skill groupings with technical mentors.  This will allow us to route your cases to an experienced team more quickly.

We look forward to hearing your feedback and improving your experience every day.

• Edges
• Trunks
• Phones
• Audio quality
• Call recordings

• Architect
• Call Flows
• Scheduling
• Call routing

• Campaigns
• Contact Lists
• Callable Time Sets
• Rule Management

• PureCloud Desktop Application
• Browser Applications
• PureCloud for Salesforce
• PureCloud for Zendesk

• Reports
• Real-time Views and Dashboards
• Real-time adherence
• Short-term forecasts
• Schedules

• Integrations with Salesforce
• Integrations with Zendesk
• Integrations with ADFS
• PureCloud API support

As part of our ongoing commitment to an industry-leading experience for our customers, we have assembled a team dedicated to improving the PureCloud Customer Support experience.  This team is comprised of people representing all of Genesys and is redesigning our PureCloud Customer Care organization using feedback from all of our customers provided in our recent NPS survey. 

As part of this initiative, the team will be providing regular updates through the Community.  We're beginning by restructuring our Customer Care team and realigning our analysts into product skill groupings with technical mentors.  This will allow us to route your cases to an experienced team more quickly.

We look forward to hearing your feedback and improving your experience every day.

Hello all,

Wanted to share some good news as we continue to deliver on our Support Experience Improvement initiative.

• January was the highest transactional NPS (<g class="gr_ gr_96 gr-alert gr_spell gr_inline_cards gr_run_anim ContextualSpelling ins-del multiReplace" id="96" data-gr-id="96">tNPS</g>) score in 7 months. Thank you to all of you for your continued feedback on the <g class="gr_ gr_97 gr-alert gr_spell gr_inline_cards gr_run_anim ContextualSpelling ins-del multiReplace" id="97" data-gr-id="97">tNPS</g> surveys we send out after each case.
• The new Product Skill Teams now have a Technical Management layer overseeing a new Case Management Process. Note these changes are all based on best practices from other lines of business at Genesys that have world-class <g class="gr_ gr_98 gr-alert gr_spell gr_inline_cards gr_run_anim ContextualSpelling ins-del multiReplace" id="98" data-gr-id="98">tNPS</g> and case resolution time.
• The new PureCloud Network Readiness Assessment Tool is now available. This tool allows you to test your network, proactively detect issues, and ensure it is fully ready for a Cloud Contact Center. We're seeing great results across the board as customers run this on their networks.  Contact you CSM or Partner to get access.

Sincerely,
Cass

• Edges
• Trunks
• Phones
• Audio quality
• Call recordings

• Architect
• Call Flows
• Scheduling
• Call routing

• Campaigns
• Contact Lists
• Callable Time Sets
• Rule Management

• PureCloud Desktop Application
• Browser Applications
• PureCloud for Salesforce
• PureCloud for Zendesk

• Reports
• Real-time Views and Dashboards
• Real-time adherence
• Short-term forecasts
• Schedules

• Integrations with Salesforce
• Integrations with Zendesk
• Integrations with ADFS
• PureCloud API support

As part of our ongoing commitment to an industry-leading experience for our customers, we have assembled a team dedicated to improving the PureCloud Customer Support experience.  This team is comprised of people representing all of Genesys and is redesigning our PureCloud Customer Care organization using feedback from all of our customers provided in our recent NPS survey. 

As part of this initiative, the team will be providing regular updates through the Community.  We're beginning by restructuring our Customer Care team and realigning our analysts into product skill groupings with technical mentors.  This will allow us to route your cases to an experienced team more quickly.

We look forward to hearing your feedback and improving your experience every day.

Hello all,

Wanted to share some good news as we continue to deliver on our Support Experience Improvement initiative.

• January was the highest transactional NPS (<g class="gr_ gr_96 gr-alert gr_spell gr_inline_cards gr_run_anim ContextualSpelling ins-del multiReplace" id="96" data-gr-id="96">tNPS</g>) score in 7 months. Thank you to all of you for your continued feedback on the <g class="gr_ gr_97 gr-alert gr_spell gr_inline_cards gr_run_anim ContextualSpelling ins-del multiReplace" id="97" data-gr-id="97">tNPS</g> surveys we send out after each case.
• The new Product Skill Teams now have a Technical Management layer overseeing a new Case Management Process. Note these changes are all based on best practices from other lines of business at Genesys that have world-class <g class="gr_ gr_98 gr-alert gr_spell gr_inline_cards gr_run_anim ContextualSpelling ins-del multiReplace" id="98" data-gr-id="98">tNPS</g> and case resolution time.
• The new PureCloud Network Readiness Assessment Tool is now available. This tool allows you to test your network, proactively detect issues, and ensure it is fully ready for a Cloud Contact Center. We're seeing great results across the board as customers run this on their networks.  Contact you CSM or Partner to get access.

Sincerely,
Cass

• Edges
• Trunks
• Phones
• Audio quality
• Call recordings

• Architect
• Call Flows
• Scheduling
• Call routing

• Campaigns
• Contact Lists
• Callable Time Sets
• Rule Management

• PureCloud Desktop Application
• Browser Applications
• PureCloud for Salesforce
• PureCloud for Zendesk

• Reports
• Real-time Views and Dashboards
• Real-time adherence
• Short-term forecasts
• Schedules

• Integrations with Salesforce
• Integrations with Zendesk
• Integrations with ADFS
• PureCloud API support

As part of our ongoing commitment to an industry-leading experience for our customers, we have assembled a team dedicated to improving the PureCloud Customer Support experience.  This team is comprised of people representing all of Genesys and is redesigning our PureCloud Customer Care organization using feedback from all of our customers provided in our recent NPS survey. 

As part of this initiative, the team will be providing regular updates through the Community.  We're beginning by restructuring our Customer Care team and realigning our analysts into product skill groupings with technical mentors.  This will allow us to route your cases to an experienced team more quickly.

We look forward to hearing your feedback and improving your experience every day.

As part of our ongoing commitment to an industry-leading experience for our customers, we have assembled a team dedicated to improving the PureCloud Customer Support experience.  This team is comprised of people representing all of Genesys and is redesigning our PureCloud Customer Care organization using feedback from all of our customers provided in our recent NPS survey. 

As part of this initiative, the team will be providing regular updates through the Community.  We're beginning by restructuring our Customer Care team and realigning our analysts into product skill groupings with technical mentors.  This will allow us to route your cases to an experienced team more quickly.

We look forward to hearing your feedback and improving your experience every day.

As part of our ongoing commitment to an industry-leading experience for our customers, we have assembled a team dedicated to improving the PureCloud Customer Support experience.  This team is comprised of people representing all of Genesys and is redesigning our PureCloud Customer Care organization using feedback from all of our customers provided in our recent NPS survey. 

As part of this initiative, the team will be providing regular updates through the Community.  We're beginning by restructuring our Customer Care team and realigning our analysts into product skill groupings with technical mentors.  This will allow us to route your cases to an experienced team more quickly.

We look forward to hearing your feedback and improving your experience every day.

As part of our ongoing commitment to an industry-leading experience for our customers, we have assembled a team dedicated to improving the PureCloud Customer Support experience.  This team is comprised of people representing all of Genesys and is redesigning our PureCloud Customer Care organization using feedback from all of our customers provided in our recent NPS survey. 

As part of this initiative, the team will be providing regular updates through the Community.  We're beginning by restructuring our Customer Care team and realigning our analysts into product skill groupings with technical mentors.  This will allow us to route your cases to an experienced team more quickly.

We look forward to hearing your feedback and improving your experience every day.

1. Phase 1 of the initiative is complete. We have laid the foundation by completely revamping the Processes and Organization.
2. We are delivering. Transactional NPS for Cases is the highest it has been in 1 year.
3. There is still a lot of work to do. The next phase is acceleration. Specifically, we are significantly increasing the number of Engineers and Technical Managers on the team through a combination of hiring, training and bringing seasoned Engineers from other parts of Genesys to focus on PureCloud Customer Care.

As part of our ongoing commitment to an industry-leading experience for our customers, we have assembled a team dedicated to improving the PureCloud Customer Support experience.  This team is comprised of people representing all of Genesys and is redesigning our PureCloud Customer Care organization using feedback from all of our customers provided in our recent NPS survey. 

As part of this initiative, the team will be providing regular updates through the Community.  We're beginning by restructuring our Customer Care team and realigning our analysts into product skill groupings with technical mentors.  This will allow us to route your cases to an experienced team more quickly.

We look forward to hearing your feedback and improving your experience every day.

1. Phase 1 of the initiative is complete. We have laid the foundation by completely revamping the Processes and Organization.
2. We are delivering. Transactional NPS for Cases is the highest it has been in 1 year.
3. There is still a lot of work to do. The next phase is acceleration. Specifically, we are significantly increasing the number of Engineers and Technical Managers on the team through a combination of hiring, training and bringing seasoned Engineers from other parts of Genesys to focus on PureCloud Customer Care.

As part of our ongoing commitment to an industry-leading experience for our customers, we have assembled a team dedicated to improving the PureCloud Customer Support experience.  This team is comprised of people representing all of Genesys and is redesigning our PureCloud Customer Care organization using feedback from all of our customers provided in our recent NPS survey. 

As part of this initiative, the team will be providing regular updates through the Community.  We're beginning by restructuring our Customer Care team and realigning our analysts into product skill groupings with technical mentors.  This will allow us to route your cases to an experienced team more quickly.

We look forward to hearing your feedback and improving your experience every day.