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Genesys cloud contact center solutions, customer exerience
Cloud Contact Centers PureCloud

Migrate traditional to Genesys Cloud Contact Center

Skylux is the only Genesys contact center solution provider in USA who offer Cloud and Premises contact center software. Each solution is built with application for inbound and outbound call center

Genesys Contact center software improved management and service. Skylux allows the software along with managing customer interactions based on contact attribute in USA.

Why Skylux:

Organization’s of all types can quickly and easily deliver seamless omnichannel customer journeys and build lasting relationships

Build on a solid foundation for dynamic customization

Call center software from Genesys offers  Inbound and Outbound call routing, IVR, Email, Chat, Chatbot, Voice Bots, Social media, Messaging, Screen share, Recording,  CRM integration, Co-browsing, Survey, Quality management system, BYOC, self-service options, API developer tool, Security, Workforce management and Speech analytics. Genesys supports all the ways you want to connect with your customers.

Why Cloud Call Center?

A cloud call center is a web-accessible platform for handling customer calls and interactions. As customers continue to increase their use of email, chat, social and text to connect with businesses, the need to modernize the call center is imperative.

There are few powerful abilities offered by Genesys Unified communication Contact management software:

  1. Virtualize contact center routing, reporting and computer telephony and interactive voice response (IVR) systems
  2. Scalable cloud-native architecture
  3. Interface with carrier’s networks for pre-routing and delegation of calls targeted to one or more contact centers
  4. Segment customers and monitor resource activity and availability
  5. Deliver each contact to the most appropriate resource anywhere in the organization
  6. Profile each customer using contact-related data, such as dialed number and calling line ID
How Genesys Cloud contact center benefits to the businesses?
To keep up with emerging communication channels and the consumers who adopt them, many call centers scrambled to add new functionality. This resulted in a multichannel approach, with separate point solutions cobbled together. And it created complicated systems that are hard to use and expensive to manage. Genesys contact center software makes omnichannel easy.
  1. Reduced IT Costs to maintaining and managing your IT system
  2. Collaboration efficiency
  3. Flexibility and easy to manage
  4. Business continuity and increase the productivity
  5. Better insights and better engagement
  6. Software built for seamless channel surfing
  7. Intuitive user interface designed for your teams
  8. Modern and secure the data
  9. Intuitive user interface designed for your teams

GenesysCloud is a suite of cloud services for enterprise-grade communications, collaboration, and contact center management. GenesysCloud Platform provides the core architecture for all other services. This includes all of the APIs that power the browser, mobile, desktop, and telephony applications.

Contact us for better customer experience (CX).

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Multicloud contact center trends
Contact Centers

7 Contact Centers Trends For 2021

As we look forward to 2021, there will be a continued emphasis on providing great customer experiences and enhanced customer journeys. Here are some contact center trends you can expect in the next year.

1. Cloud Contact Center

The COVID-19 outbreak and associated stay-at-home restrictions dramatically increased companies’ reliance on the cloud. To continue business as usual, companies moved their agents to home offices and set up their contact centers in the cloud.

We expect these innovations to continue in 2021. Companies that embraced a cloud contact center immediately saw the benefits it delivers, including business agility, business continuity, improved security, enhanced productivity and better agent experiences.

2. Multicloud Contact Center 

Your customers don’t want arbitrary restrictions on how they operate a cloud-based contact center. They want cloud their way — with flexibility, scalability and portability on their terms, no matter the size or complexity of their business.

In 2021, expect to see more customers saying “no more” to proprietary systems, single-vendor lock-in and forklift upgrades. Instead, they’ll welcome customizations that let them buy and plug-in features that are best for their businesses.

3. Workforce Engagement

Smart contact center managers know that delivering a great customer experience starts with their employees. Empowering agents to manage a customer’s journey across channels and touchpoints improves their engagement and job satisfaction.

Expect to see more contact centers turning to artificial intelligence (AI) to handle smaller, more routine tasks. This unburdens agents and frees them to provide more personalized customer experiences.

4. Personalized Customer Experiences

If the COVID-19 crisis has taught us anything, it’s the importance of truly understanding customers. From medical to financial settings and beyond, customers want more personalized help.

That means your agents need the right information at their fingertips. This emphasis on data-driven service — having insight into your customers to provide the services they want, when they want it — will continue to grow through 2021.

5. Digital Experience ( DX)

Omnichannel capabilities – SMS, chat, email, artificial intelligence, messaging – are more than underlying technology. It’s about leveraging that technology, with your customers in mind, to drive better business outcomes. In 2021, more companies will turn to tools like AI-powered Chatbots and digital assistants to transform the contact center and personalize the customer experience.

6. Empathy

Delivering better customer experiences means developing a real understanding for what matters to your customers. You need your best agents to show customers empathy. And doing this requires technology that provides context and insights into the full customer journey. To provide this compassionate customer service, companies will seek technology partners dedicated to innovation and mutual support.

7. Experience as a Service

To deliver exceptional customer experiences, you must manage your customers’ journeys. Actionable data lets you know and understand your customers; AI tools can create real-time insights that allow you to personalize interactions at the right time. And engagement tools let you define and optimize customer segments and treatment strategies. In the next year, contact centers will zero-in on these key capabilities to deliver on an Experience as a Service vision.

Contact us for better customer experience (CX).

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226
Cloud

Gartner Recognizes Genesys Cloud For Ability To Execute

Gartner recently released its 2020 Magic Quadrant for Contact Center as a Service, in which it names Genesys a Leader and positions it furthest for “Completeness of Vision.” We’re super excited to be recognized for our vision — and we’re equally proud of our significant improvement in “Ability to Execute.” Afterall, customers invest in our Experience as a Service vision, but it’s our ability to execute on this vision that earns their trust and engenders loyalty.

1. Meeting New Challenges

A crisis like the COVID-19 pandemic is unlike anything we’ve experienced in our 30 years of business. Across industries, businesses are in uncharted waters. More than 700 organizations have asked Genesys to help with remote capabilities, shifting geographic operations and managing unexpected surges in customer inquiries.

Our rapid response offer was a stress test for the entire organization, our partners and our cloud platform. Teams had to remain agile and adaptable in their execution. Working together, customers had new contact centers up and running in less than 48 hours using Genesys Cloud solutions.

2. Servicing the World

Many companies are looking to consolidate their contact center platforms to a single provider that can service multiple geographic regions. In the report, Gartner shares its perspectives on this important trend.

With customers worldwide, the Genesys Cloud global presence and reach is unmatched. Nearly 60% of our top 50 Genesys Cloud customers are multinational organizations. They’ve chosen Genesys because of our ability to execute against our sound geographic strategy, which includes a well-established global channel and partner ecosystem.

Genesys Cloud is now available in nine Amazon Web Services (AWS) Regions. Our latest additions of Canada, Korea and the UK are especially valuable for companies in financial services and government who have strict data sovereignty requirements. And we have more expansion underway, including new core and satellite regions, along with additional Genesys Cloud Voice availability.

3. Partnering with the Best

Executing well doesn’t mean we do it alone. Our partners are innovative, market leading, world–class companies that work together with Genesys to improve each other’s ability to deliver greater value, at scale, for customers across the globe.

We partner with industry leaders like Microsoft, Google Cloud, AWS, Adobe and Zoom Video Communications. These partnerships are critical for us to advance our Experience as a Service vision. We can consume and share data with these vendors using cloud technology and artificial intelligence to deliver hyper-personalized experiences for customers.

We’re putting additional focus on our global partner network — working more closely than ever to ensure our customers have the right support to execute on their cloud strategies. Additionally, to help organizations extend the Genesys Cloud platform with seamless access to partner applications, integrations and services, we continue to grow the AppFoundry Marketplace.

4. Transforming Contact Centers of All Sizes

Since 2017, we’ve helped more than 2,500 contact centers move from aging call center systems to a cloud customer experience platform built for rapid innovation. Our proven approach lowers risk, simplifies the complicated and delivers business value faster. We know what it takes to get the job done right.

For Westpac NZ, migrating to a cloud-based contact center platform delivered many benefits. After switching to the Genesys Cloud platform, it improved customer experience and Net Promoter Scores, increased call flow by 100%, and moved away from 39 siloed contact centers — broken down by region — to a single virtual contact center.

5. Delivering Value

At Genesys, execution isn’t measured by the number of new features released or the amount of revenue generated each quarter. It’s measured by how we show up — as “One Genesys.” It’s the shared values and trust in each other, across our employees and partners, to deliver amazing experiences and outcomes to our customers and their customers.

Get a complimentary copy of the 2020 Gartner Magic Quadrant for Contact Center as a Service report.

Gartner Magic Quadrant for Contact Center as a Service, Steve Blood, Drew Kraus, Pri Rathnayake, 9th November 2020.

Gartner does not endorse any vendor, product, or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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440
Cloud

Shifting Your Operational Customer Experience Mindset For Cloud

When organizations make the transition to a cloud-based contact center, they also need to shift their mindset, especially from an operations perspective, in how they look at customer engagement.

There are three ways a new customer experience mindset lets you get the most out of your new contact center.

  • Monitor customer experience cloud services.
  • Move from change to release management.
  • Treat customer experience like a product.
  • Let’s dig deeper into each of these methods.

Monitor Customer Experience Cloud Services

One of the first questions I get from operations teams is, “How do I monitor my services?” When transitioning to a cloud solution, it’s also important to move from an operational mindset of focusing on infrastructure-based concepts — memory and CPU — to performance, including agent, customer, and platform performance.

I tell customers to treat their platforms more like a traditional Software as a Service solution and monitor user experience, customer experience and quality. That means watching your mean opinion scores and survey results. And it means, for example, running regular synthetic tests that simulate basic agent actions to verify the system is up and performing effectively for you.

Move from Change Management to Release Management

I work with a lot of large customers that are used to working in a traditional IT-related change management model. In this model, a vendor notifies them of every change and they run any necessary testing on their end before the upgrade release.

At first, these customers expect to be notified before Genesys makes a change in the cloud. But, in a cloud environment, we roll out changes continually. Because it’s a subscription service, there’s no such thing as software change management anymore. It’s more release management: We notify you of important new functionality and from that, you decide how you want to release new capabilities to your customers.

This involves closer alignment between your IT group and the business because, contrary to the traditional IT change management model, the business manages the release in a cloud model.

Treat Customer Experience like a Product

Companies often seek advice on realigning their business organizationally — as they evolve their digital transformation and customer engagement strategies. Having a dedicated product manager who oversees customer engagement and treats it like a product is a good way to handle this.

Companies sometimes cling to a legacy mindset of treating customer experience as a “necessary evil.” They want to lower their handle times and keep their costs down, for example. But they’re not yet fully embracing it and recognizing all the business benefits it delivers. When you apply product management methodologies to your own internal customer experience — when you ask about the experience your customers have with your brand — that’s when you can really move the needle.

For example, I worked with one company that was much siloed in its approach. It didn’t seem to have anyone manager or owner looking across the company siloes to say, for example, “What is the experience of someone buying a product on our website who runs into a delivery problem?” As a result, customers have an inconsistent, unsatisfying experience when they try to resolve their issues.

In this scenario, no one is thinking holistically about their care experience. However, by assigning a product manager to handle customer experience, you have a dedicated person to ensure that customer experience is built as an ongoing relationship — and seen as a priority.

When you make the move to the cloud, you must also change your mindset. The Genesys Cloud platform is a true SaaS solution — with the advantage that you no longer have to worry about or manage the legacy IT infrastructure. Our continuous release cycle delivers functionality, innovation, and value.

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234
Cloud

Harness The Power Of Choice And Flexibility With Multicloud

Choice is a very powerful word. We often talk about the power of choice and how it can be a path to happiness. Being able to make choices puts us in the driver’s seat to pursue our goals and dreams. And, even as the world changes faster than before and we’re presented with new challenges, leveraging the power of flexibility lets we stay committed to realize those dreams. Flexibility gives us different, personalized approaches to reach our goals.

For organizations that want to elevate the customer experience, the Genesys Engage solution gives them the power of choice and flexibility. And it prepares them for success in the new normal. The following are some of the foundational components that make the Genesys Engage solution so powerful.

Experiences as a Service

For many small to large organizations, building trust and earning customer loyalty are critical goals in these new times. However, making customers feel remembered, heard and understood — and doing this at large scale — is still an impossible dream for many.

Genesys empowers organizations to provide every customer with exactly the experience they want — every time — while showing them they’re valued. Through the power of cloud and artificial intelligence (AI) technologies, you can understand each customer’s needs and intents. And you can define personalized experiences that show true empathy. This is the foundation of Experiences as a Service, pioneered by Genesys.

Native Multicloud Architecture

Some organizations struggle to define their best path forward when introducing a technology for new customer experiences. Some believe it isn’t the right time for a new tech because they’ve recently invested in on-premises infrastructure. Others might be concerned about relying on a single cloud infrastructure.

Genesys Engage is unique because offers businesses the power of choice and flexibility. The newly cloud-native architecture is based on containers and micro services technology. This means it’s easy to build a flexible multi-vendor ecosystem. And you can choose from various deployment and management options.

Unlike other vendors, you can deploy Genesys Engage in multiple ways and even choose your infrastructure provider. Genesys can run in public cloud (Amazon Web Services, Microsoft Azure) as well as private cloud (Amazon Web Services, Microsoft Azure, Google Cloud) or on premise. In addition, deploying the hybrid model of Genesys Engage lets you expand your on-premises environment with innovations from the Genesys Cloud platform. This gives you the power of Genesys Predictive Engagement and Genesys Workforce Engagement Management — in a completely integrated solution.

The native multicloud architecture of Genesys Engage also enables you to easily build a rich multivendor ecosystem that integrates existing applications from multiple providers. This gives you the flexibility to tailor your architecture and move software applications among clouds — or use multiple providers for specific application needs.

The Genesys Engage solution gives you the benefits of cloud technology on the platform you choose. You can accelerate development cycles and tap into the latest and greatest innovations using a continuous delivery model. You have a fast, easy and flexible path to the cloud on a robust, scalable, secure and cost-efficient platform.

Future-Ready

Making every customer feel valued is no longer an impossible dream. Step into the driver’s seat and get the power of choice and flexibility.

The native multicloud architecture of the Genesys Engage solution lets you leverage different and easy approaches to adopt cloud innovations. And that means you can quickly build trust and loyalty in every customer connection.

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