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Customer Care needs your feedback! Customer Care is evolving it's IVR and would like your feedback!

  • 1.  Customer Care needs your feedback! Customer Care is evolving it's IVR and would like your feedback!

    GENESYS
    Posted 03-16-2021 08:17
    Hello,

    To provide our customers and partners with the best experience, Genesys is constantly transforming and innovating how we can improve our customer/partner experience.  We are looking to transform and improve our Customer Care IVR and would like your feedback through a short survey on how we can provide a better IVR experience.  Please provide suggestions at the link below on how we can improve this experience and interaction you have with our Customer Care IVR.

    Please take a few minutes to provide your ideas and feedback in our survey below on the Customer Care IVR:

    https://forms.office.com/Pages/ResponsePage.aspx?id=nOZceM-Qx02ogurzEtHRXahIS2E5Yb5EgAionmbcXblUN1BOSFo5Q1ZUMzRFRzc0SEwxOFBUMVVGTCQlQCN0PWcu


    #ArchitectureandDesign
    #ConnectwithaCustomer(NEW)
    #Routing(ACD/IVR)
    #Unsure/Other

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    Mike Eaton
    Senior Manager - Customer Care Operations
    Genesys
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  • 2.  RE: Customer Care needs your feedback! Customer Care is evolving it's IVR and would like your feedback!

    Posted 03-23-2021 00:45
    Edited by Daniel Brewer II 03-25-2021 09:08
    Maybe have skill based routing that routes to engineers that are skilled?


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    Daniel Brewer II
    First Investors Financial
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  • 3.  RE: Customer Care needs your feedback! Customer Care is evolving it's IVR and would like your feedback!

    Posted 03-25-2021 08:34
    I am sorry to say it, but until the actual support that is supposed to be behind the IVR gets fixed and restored to at least 10% of its former glory, it is useless talking about any IVR.

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    Egill Palsson
    Advania Sverige AB
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