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Commitment to PureCloud Customer Support, And to You

  • 1.  Commitment to PureCloud Customer Support, And to You

    GENESYS
    Posted 10-27-2018 10:17

    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.


    #Unsure/Other

    ------------------------------
    Cass Sapir
    VP, Customer Success
    PureCloud
    ------------------------------


  • 2.  RE: Commitment to PureCloud Customer Support, And to You

    Posted 10-28-2018 12:34
    Its never too late

    ------------------------------
    Cheers,
    Sajid Abbas Malek
    Al-Futtaim Technologies - Dubai
    ------------------------------



  • 3.  RE: Commitment to PureCloud Customer Support, And to You

    Posted 10-29-2018 06:06
    Hopefully we are able to see some tangible improvement.


  • 4.  RE: Commitment to PureCloud Customer Support, And to You

    Posted 10-29-2018 06:07
    Looking forward to the improvement.

    ------------------------------
    Jean-Christophe Poyelle
    Foehn Ltd.
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  • 5.  RE: Commitment to PureCloud Customer Support, And to You

    GENESYS
    Posted 10-29-2018 10:09
    Good morning @Sajid Abbas, @Braiden Woodward <g class="gr_ gr_134 gr-alert gr_gramm gr_inline_cards gr_run_anim Punctuation only-ins replaceWithoutSep" id="134" data-gr-id="134">and</g> @Jean-Christophe Poyelle,

    Thanks for the notes. We look forward to providing updates on these near-term improvements​.

    -Cass

    ------------------------------
    Cass Sapir
    VP, Customer Success
    PureCloud
    ------------------------------



  • 6.  RE: Commitment to PureCloud Customer Support, And to You

    Posted 10-30-2018 12:38

    Good news!
    Hope this increase the level of provided support reducing the time to close a ticket...



    ------------------------------
    Sergio Picchioni
    Professional Services Manager
    Bizmatica Sistemi S.p.a.
    ------------------------------



  • 7.  RE: Commitment to PureCloud Customer Support, And to You

    Posted 11-04-2018 17:47
    I think that most customers will understand outages and issues if they clearly see both concern and proactive remediation.   When outages rear their heads,  having clear messages of what the issue is and what exactly is being done is much better than "engineers are looking at the issue".

    Another sore point is the wasteful responses from support to point you to articles in help.genesys.com insteading if asking intelligent troubleshooting questions.

    ------------------------------
    Robert Wakefield-Carl
    Avtex
    Contact Center Innovation Architect
    robertwc@avtex.com
    ------------------------------



  • 8.  RE: Commitment to PureCloud Customer Support, And to You

    GCAP Member
    Posted 11-05-2018 03:58
    agree with these remarks 100%- this is exactly my experience.

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    Matthew Calton
    Grove & Dean Ltd
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  • 9.  RE: Commitment to PureCloud Customer Support, And to You

    GENESYS
    Posted 11-21-2018 16:29
    Hello @Robert Wakefield-Carl and @Matthew Calton, thank you for the feedback. Having clear and timely messages with a proactive approach to each incident is the goal of one of the six workstreams that are actively being worked on as part of the PureCloud Customer Support experience improvement initiative.

    More detail on those six workstreams and the KPIs we're tracking to ensure consistent and rapid progress will be coming soon. For today, we have another improvement to share.

    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



    ------------------------------
    Cass Sapir
    VP, Customer Success
    PureCloud
    ------------------------------



  • 10.  RE: Commitment to PureCloud Customer Support, And to You

    GENESYS
    Posted 11-21-2018 17:29
    Edited by Cass Sapir 11-21-2018 17:29
    Hello <g class="gr_ gr_117 gr-alert gr_gramm gr_inline_cards gr_run_anim Punctuation only-del replaceWithoutSep" id="117" data-gr-id="117">all,</g> Here is the quick and simple summary of How to pair your PureCloud org with the Support <g class="gr_ gr_105 gr-alert gr_spell gr_inline_cards gr_run_anim ContextualSpelling ins-del multiReplace" id="105" data-gr-id="105">org</g>.

    1. Go here. Open a Customer Care case (or reply in an existing case).
    2. Your Case Owner will provide you with a pairing link.
    3. Log in to your PureCloud org via a web browser with an account that has Admin access.
    4. Once logged in, navigate to the pairing link.
    5. Select 'Yes, I authorize access'.
    6. Select the 'Groups' tab and assign all roles in your org to the 'PureCloud Customer Care Support Team'. (Have no fear. You will never be billed for roles/licenses utilized by Customer Care).

    Questions on the details? Don't worry. Your Case Owner will guide you through this quick process and answer any questions along the way.


    ------------------------------
    Cass Sapir
    VP, Customer Success
    PureCloud
    ------------------------------



  • 11.  RE: Commitment to PureCloud Customer Support, And to You

    GENESYS
    Posted 12-17-2018 12:02
    PureCloud Customer Care Announces Move to Skill Teams

    As part of our ongoing commitment to an industry-leading experience for our customers, we are happy to announce a change that will further improve the quality of support offered by Customer Care.

    As of Wednesday 12/12/2018, PureCloud Customer Care has been restructured into Skill Teams, which will focus on specific areas of PureCloud. Through this specialization and focus, we will ensure that each Case is being worked by an expert in the corresponding area of the product.

    Once the new team structure gets into effect, each incoming Case will be assigned to a Skill Team according to the problem area. The initial Case assignment will be based on the option selected in the "Cloud Service" field during the Case creation but could be adjusted later upon more detailed review of the problem description.

    Here is the outline of the 6 Skill Teams and their areas of responsibility:

    Telephony | This team's focus will center around the lifeblood of any phone system – the calls.
    • Edges
    • Trunks
    • Phones
    • Audio quality
    • Call recordings
    Architect & Routing | This team will be responsible for the parts of PureCloud that allow calls to be processed and then routed to agents.
    • Architect
    • Call Flows
    • Scheduling
    • Call routing
    Dialer | The Dialer team will specialize in all things related to PureCloud's Outbound Dialer product.
    • Campaigns
    • Contact Lists
    • Callable Time Sets
    • Rule Management
    UI | The UI team will focus on the Desktop and Web-based applications that allow users to interact with PureCloud.
    • PureCloud Desktop Application
    • Browser Applications
    • PureCloud for Salesforce
    • PureCloud for Zendesk
    Analytics & WFM | This team will specialize in all things related to Analytics and Workforce Management.
    • Reports
    • Real-time Views and Dashboards
    • Real-time adherence
    • Short-term forecasts
    • Schedules
    API & Integrations | This team will focus on areas where PureCloud interacts with other applications.
    • Integrations with Salesforce
    • Integrations with Zendesk
    • Integrations with ADFS
    • PureCloud API support


    ------------------------------
    Cass Sapir
    VP, Customer Success
    PureCloud
    ------------------------------



  • 12.  RE: Commitment to PureCloud Customer Support, And to You

    GENESYS
    Posted 02-01-2019 14:42
    Edited by Cass Sapir 03-05-2019 20:59

    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



    ------------------------------
    Cass Sapir
    VP, Customer Success
    PureCloud
    ------------------------------



  • 13.  RE: Commitment to PureCloud Customer Support, And to You

    Posted 03-08-2019 09:38
    Hi Cass,

    We are being told that the network readiness tool is not available yet and to wait a few weeks.

    Kind regards,

    ------------------------------
    Braiden Woodward
    Foehn Ltd.
    ------------------------------



  • 14.  RE: Commitment to PureCloud Customer Support, And to You

    GENESYS
    Posted 03-08-2019 10:32
    Hi @Braiden Woodward, I'll follow up directly. It is available currently. -Cass​

    ------------------------------
    Cass Sapir
    VP, Customer Success
    PureCloud
    ------------------------------



  • 15.  RE: Commitment to PureCloud Customer Support, And to You

    Posted 02-05-2019 00:40
    Looking forward to seeing an improvement across the board.

    Can certainly share experience that Escalating to Customer Service Management as per this suggestion and page, results in prompt, professional responses:
    https://help.mypurecloud.com/articles/contact-purecloud-care/ (Global Case Escalation Management).

    Quietly hopeful and appreciative of the attention being given.

    ------------------------------
    Jason Ball
    FAST RETAILING CO., LTD.
    ------------------------------



  • 16.  RE: Commitment to PureCloud Customer Support, And to You

    GENESYS
    Posted 02-05-2019 06:37
    Hi @Jason Ball, Thanks for the encouraging words and your perspective. It's great to see that the new simplified Escalation process (driven by our new Product Skill Teams and Technical Management layer) is producing meaningful results for you.

    ------------------------------
    Cass Sapir
    VP, Customer Success
    PureCloud
    ------------------------------



  • 17.  RE: Commitment to PureCloud Customer Support, And to You

    GENESYS
    Posted 03-07-2019 14:04
    Hello all, Wanted to share a few important updates on this PureCloud support experience improvement initiative.

    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.
    Lots more good news to come. Thanks to all for your honest and clear feedback as we continue to rapidly improve.

    ------------------------------
    Cass Sapir
    VP, Customer Success
    PureCloud
    ------------------------------



  • 18.  RE: Commitment to PureCloud Customer Support, And to You

    Posted 03-22-2019 04:18
    Edited by Sajid Abbas 03-22-2019 04:38
    @Cass Sapir

     Here is the honest and clear feedback then.

    Nothing seems to be working for us at least. We continue to get humiliated and frustrated on the hands of PureCloud support. Now the thought of creating a support ticket itself feels like a nightmare.

    I don't know what these numbers tNPS are but the number that matter for us and our clients is  - Forget about the solution, the number of days a case is open without a single update is 14. Please refer to case 0002461531. Earlier on the case the gentleman made us embarrassed in front of our customer for not doing anything for 10 days and asked us to provide another set of logs because the earlier logs we provided expired after 7 days. Eventually we provided another set of logs but still we are without an update. I believe this is the number requiring your attention.

    Okay, we can continue to pray to God for divine help for solutions but in the meanwhile could you at least get this case's ownership changed? Someone who could let us know what is going on?



      ​

    ------------------------------
    Cheers,
    Sajid Abbas Malek
    Al-Futtaim Technologies - Dubai
    ------------------------------



  • 19.  RE: Commitment to PureCloud Customer Support, And to You

    Posted 03-27-2019 09:29
    ​@Sajid Abbas I agree with your comments. We are still seeing cases that after spending much time working with customer care to provide all the logs and replicate get sent to the development team and then 2 weeks later we receive a reply from customer care advising '​Have you tried logging out and logging in and see if the issue still persists'.  This is very embarrassing when acting as an intermediary between Genesys and the end customer.

    The other issue is the time to restore service levels are not clear in the help centre and customers often refer to these.  It is not clear what is a 'platform level issue' and when these targets go on pause or are reset.  @Chrissy Linzy recently indicated they were reset when customer care came back with a potential solution.  The clearer this section is on the help centre, the better the expectations of all parties will be. ​

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    Braiden Woodward
    Foehn Ltd.
    ------------------------------