Near perfect implementation.

We recently migrated our entire contact center businesses from Avaya to Genesys Cloud. Avaya was a problematic, traditional system with none of the capabilities that we needed to succeed. Genesys gives us all of that, plus a lot more. Originally we implemented all the basic features so that our users could get familiar with the product. Out of the box, the enhancements and benefits are significant, way more than what we could have hoped for or expected. Benefits were realized within the first few days and have grown exponentially every day. Features and benefits are available out of the box; we had very little to do from a reporting perspective and were able to use our old data for metrics. The platform opens us to the opportunity to significantly enhance the customer experience by adding in chat, email, and social media capabilities. We are evaluating how we use AI and automation to enable our customers to get to the c correct agents efficiently and to provide our agents the ability to have the customer data available to them when they are connected through whichever medium they use. The implementations and cutovers were near perfectly executed.

Virtually unlimited, we are too early adopters to define, but from what we see, this is going to be excellent. The options and capabilities are causing great excitement in the team, and we are on the road to planning out our implementation and adoption strategy. Having the ability to know our customers before they connect is priceless in our industry. It will be a game-changer.

I have been working in IT at very large global companies, and this is the first time that I have received a congratulations message from our COO and other C-level executives.