Genesys Cloud CX: A Long but Rewarding Implementation Journey

Genesys Cloud CX is our global contact center platform for around 6,000 users located around the globe. It is used for three media channels; Voice, Email and Chat. Previously we had our users spread across three separate instances of Genesys Cloud CX using 100s of varying IVR designs, moving to Genesys Cloud CX allowed us to bring all agents on to a single platform and introduce globally aligned flows.

We invest in comprehensive training programs and detailed documentation for our staff to ensure they can efficiently manage and update the knowledge base internally. This ongoing education ensures that the information provided to customers through automated and self-service channels is accurate and helpful. We are currently looking at solutions for automation and self-service for our customers themselves.

Genesys Cloud CX provides an intuitive and user-friendly interface that simplifies the migration process. Whether you are migrating a small dataset or a comprehensive one, the platform's step-by-step guides and built-in tools help streamline the process. This ease of use minimizes the need for extensive training or technical expertise, allowing teams to focus on strategic tasks rather than technical challenges.