Exceptional Scalability and Support: Why Genesys Stands Out in the CCaaS Market

Genesys Cloud CX was implemented at Grupo Recordar in November 2023. Prior to this date, the control tools and the information available for KPI tracking were quite limited. With this tool, we achieved:
* Optimization of resources (unification of attention across different channels, all agents handle all queues)
* Better tracking of operational flows and peaks
* Ease in measuring real-time indicators, allowing for quick decision-making regarding operational performance and adjustments to shift schedules, breaks, etc.
* Outbound flow strategy so that customers don’t have to wait on the line, and we can call them back
* Implementation of an incentive plan for the best agent performance based on new indicators that we previously couldn’t track, such as ACW and Hold
*For this year, we are implementing an integration with our CRM

It largely depends on the service provider, but so far, we’ve had quite a positive experience. Genesys Cloud CX and its partners have always been very generous and willing to support us with training. The self-help resources and available reference material are also quite comprehensive. In terms of support, I consider it the best option in the market compared to other tools I’ve used.

We haven't had much opportunity to scale to tools or modules with more advanced AI use yet. However, I’m aware of and have seen the possibilities, and I know they are very interesting and well-established in the market. Additionally, the fact that the tool is so scalable and modular makes these kinds of implementations easier.