Robust and Stable Omnichannel Platform

Here we use Genesys Cloud CX to manage calls, chats, bot integration, IVR process and administration. With Genesys Cloud CX, it was possible to have a 360º view of the services, managing to better program the operation routines, thinking about omnichannel. Integration with the bot we currently use (IBM Watson) is fluid with no impact. It was also possible to make integrations with our service systems, both developed internally and with other suppliers - it allowed automating the creation of service tickets without human intervention. The implantation took place during the pandemic, together with the implanting partner, without major complications even in a 100% home environment. Usability for the agent is easy. For supervision and monitoring teams, it requires a little more technical knowledge of the platform. Support can be a little slow at times.

We do not use Genesys Cloud CX as a self-service platform. For self-service we use bots, and we had already implemented the IBM bot, due to the complexity we chose to integrate instead of migrating. The integration took place without major difficulties.

Genesys Cloud CX was a technological leap. It allowed us to do operational monitoring directly on the platform. With automatic protocol generation, we also created a link between the Genesys Cloud CX interaction and our CRM, facilitating access. Scalability has reached new levels, as omnichannel makes it easier for the agent to move between mediums. In addition, we had a leap in quality with more advanced satisfaction results, obtaining previously unreachable rates, also due to the stability of the platform.