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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
Wanted to share some good news as we continue to deliver on our Support Experience Improvement initiative.
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.