Fantastic Omni-Channel Contact Centre Solution

While we initially implemented Genesys Cloud for our IT Service Desk team, we've not also rolled it out to several teams across our organisation with much success. While it's primarily used for incoming and outgoing voice calls, our IT Service Desk also uses it to receive tickets from ServiceNow and customer Chats. We've also implemented a chatbot for the IT Service Desk team so customers can self-help first, then go through to an agent if required. Additionally, our IT Service Desk is also trialling Genesys's built-in Gamification platform. Coming from nGUVU, it was an easy adjustment and we've found that having the features baked into the platform instead of adjacent to it provides our agents with a much better user experience. Several teams across the organisation are also using the Workforce management features, which has been very successful.