Top capability platform with responsive tech support

We use Genesys Cloud to operate multi regional contact centre to manage the end-to-end customer journeys across media channels (voice, chat, messaging) and social platforms and to optimise engagement with 360 view across business lines.
Using AI to deliver frictionless conversational experiences and self service but also retaining interaction context across channels of engagements for all brands in the group.

We use Knowledge for Back Office functions with Work Items Automation. We use it less for customer facing functions but we are planning to use AI capabilities in relation to Knowledge for Agent Assist functionality as well as for management of FAQs across all the brands' websites. We also plan to use these capabilities in Outbound campaigns.

There's improvement needed on this front. There's no unified automated way to migrate data from multiple platforms/vendors and it's specially harder for migrations from on-premise environments.
It's not an AI problem, it's rather an integration problem and a problem of data hierarchy alignment (with Workday for example).
But once migration is completed, Genesys Cloud delivers superior customer and Agent experiences consistently across the board.

Yes, we did.

We had an issue preventing reliable access to Genesys Cloud following the network capacity uptake by Genesys. Issue caused by certain firewall rules and setups not fully completed on our side as there are several networks involved including partner networks i.e. high complexity network architecture.
This was a high P2 problem but Genesys has treated it as P1 and responded accordingly. We identified the cause and resolved it within 2 hours. It would have been much more time consuming without Genesys going the extra mile and self escalating the issue to a P1 within their organisation.