Great Contact Center solution with all the pieces of the puzzle at your finger tips.

We had an old on premise system that was beyond support. We needed a CSaaS solution as we knew the business was growing and changing. We also had a small contact center with limited skill. Genesys Cloud gave us all the contact center tools we needed from omni channel to WFM to QA to Learning and Development. We were able to take great supervisors and train them quickly on the Genesys interface and within a few months we had all the components of a world class contact center in place.

The knowledge base in Genesys Cloud is really easy to setup and maintain. The dashboard give all the insight we need into which articles are being used and by who. We were able to replace our static FAQ page and build a dynamic Support page relative to the most current issues.

We were able to migrate from on premise to Genesys Cloud within 30 days. We have fully migrated from our three systems (phone, email and chat) within 60 days. Now we can manage all our channels in a central location saving supervisor time. Agents could now move freely from channel to channel when volume changes happened and we uninstalled three applications from their desktop to deploy one web page. Our customers experienced omni channel switching with a Co-Browse option for our web site along with AI based self service on order status.