Genesys PureCloud Review
Updated May 16, 2019
Genesys PureCloud Review
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureCloud
We implemented changes across our insurance division to use workforce management tools provided by Genesys Cloud to achieve a 200% combined reduction in AHT and increase in productivity from 2017 through 2018, this was even though we had an increase of 88% of customer interactions.
Prior to utilizing the workforce management function within Genesys Cloud, all rostering and scheduling were done with Microsoft Excel. This was a timely and inadequate process to keep up with our growing customer interactions and increase of customer’s uptake in our products.
The introduction of Genesys Cloud's workforce management tool has provided us with positive results in time efficiency in both scheduling and rostering without the additional cost of implementing and integrating a third-party workforce planning tool.
Prior to utilizing the workforce management function within Genesys Cloud, all rostering and scheduling were done with Microsoft Excel. This was a timely and inadequate process to keep up with our growing customer interactions and increase of customer’s uptake in our products.
The introduction of Genesys Cloud's workforce management tool has provided us with positive results in time efficiency in both scheduling and rostering without the additional cost of implementing and integrating a third-party workforce planning tool.
Pros
- The scheduling function has allowed us to heavily reduce our abandon rate. This is done with peak interval impacts and allocating breaks around this and allows us to finetune scheduling in line with our customers' behaviour. This has allowed us to deliver and exceed our contractual SLA’s with neither impairing our customers' experience or our employee satisfaction. The introduction of Workforce Management provided by Genesys has allowed us to report on events such as Overtime, Lateness and training time, with ease and great accuracy.
- Adherence has allowed us to import a new KPI.
- Much more efficient scheduling and WFM without the costly 3rd party costs.
Cons
- If I had to pick anything I'd say more structured implementation schedule and timeline provided to all customers.
- Agents are now handling 50% more calls per month than the same time last year. This has once again minimized cost of operations and allowed us to retain more awards including best value, we were able to keep low rates on our insurance products due to keeping operational costs to a minimum. This has allowed management to cross skill our staff to be able to handle email & online communications, together with claims handling all done while they are on queue ready to help our customers.
- Our staff have increased adherence to their schedule from 2017 till 2018 by 30%, with the introduction of Workforce Management we have implemented a new KPI for adherence to schedule with a target of 95-96%. This has allowed us to both minimize wait times across the board for all our brands for our customers and create more training time to up-skill and multi-skill our staff.
- The above in turn has improved customer feedback regarding long wait times and allowed us to win awards for our service including Travel Insurer of the year 2018.
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