Genesys Casual

We are a small customer support team with 11 agents that averages 2,500 calls per month. We recently integrated our Genesys system with Salesforce using Service Cloud Voice. We are having some growing pains and are looking for someone who would be able to evaluate our workflows and provide recommendations to improve efficiency. We were given a recommendation of Skylux to assist with a voicemail project, but wanted to see if anyone with a similarly sized team may have experience with using Genesys with SFDC Service Cloud Voice, and had a recommendation on a good company that may be able to help us improve our current system. Has anyone used Skylux and have any feedback? Any other recommendations?

Thanks in advance! 

Hi Shannon! 

Thank you so much for sharing your scenario with us.  You're asking the right question at the right time.

I can't personally vouch for Skylux... but I'd frame it less as "is this the right vendor?" and more as "do they have proven Genesys Cloud + Salesforce Service Cloud Voice optimization experience for an operation like yours?" I believe this is the most important question you need to ask. 

For a team of 11 agents and roughly 2,500 calls a month, this usually is not about needing a major redesign. It is more often about tightening the integration points and day-to-day workflows between Genesys Cloud and Salesforce Service Cloud Voice.

To me this sounds more like an optimization opportunity... a focused review of routing, voicemail/callback design, agent status synchronization, reporting, etc...  by doing this, we can unlock meaningful efficiency without a large rebuild. Genesys provides partner-led consulting and optimization paths for this type of work, and their official partner ecosystem is the right place to identify firms with relevant implementation experience.

If I may..... I'd recommend first doing a quick assessment of the current workflow pain points, desired outcomes and most important, what's your future state vision. Our CX Advisory team can help with that upfront evaluation and, from there, help identify the right steps to get you in this future state. we can also help you find the right partner...

where are you based? I can recommend someone from Genesys to reach out =)