Senior Principal Consultant at Moksa Technologies Pvt. Ltd.
Consultant
2024-03-27T08:10:20Z
Mar 27, 2024
We provide solutions to customers in industries such as healthcare, banking, consumer electronics, retail, and even telecom. Initially, we provided on-premises Genesys Engage solutions. However, three years ago, we switched to Genesys Cloud CX. Since Engage is approaching its end of life, we are no longer proposing on-premises solutions. Our customers use it for interactive voice response, calls, chat, SMS, and email. These are the channels where we are providing solutions. Our customers use it for support, sales, and similar purposes.
We use Genesys Cloud CX to facilitate customer interactions and gather feedback. Agents request feedback from customers through evaluation forms, which include ratings and comments on the interaction. Supervisors monitor conversations and provide coaching based on the feedback received. This helps improve agent performance and overall customer satisfaction.
My primary use case for this solution is creating a platform to move from an old AVIA platform onto the new Genesys platform and transfer all the agents, strategies, reports, and everything else involved. The platform itself was built by Genesys Professional Services, but we are configuring the platform in its entirety to do what we needed it to do.
We are a VRS service partner of Genesys and we implement the solution for our clients. We are partners and integrators of Genesys and I'm a global lead CTI engineer.
The primary use case of this solution is for integration with Zendesk, SalesForce, and some CRMs that our clients require in their companies. We also implement some admin campaigns and IBR flow for some contact centers our clients have. We integrate a specific development or personalize the development that the client needs to integrate, the applications or services that they need to improve their attention with the different clients.
Genesys Cloud CX is a comprehensive customer experience platform that enables businesses to deliver exceptional service across all channels.
With its advanced features like omnichannel routing, AI-powered chatbots, and real-time analytics, it empowers organizations to provide personalized and efficient customer interactions.
We provide solutions to customers in industries such as healthcare, banking, consumer electronics, retail, and even telecom. Initially, we provided on-premises Genesys Engage solutions. However, three years ago, we switched to Genesys Cloud CX. Since Engage is approaching its end of life, we are no longer proposing on-premises solutions. Our customers use it for interactive voice response, calls, chat, SMS, and email. These are the channels where we are providing solutions. Our customers use it for support, sales, and similar purposes.
We use Genesys Cloud CX to facilitate customer interactions and gather feedback. Agents request feedback from customers through evaluation forms, which include ratings and comments on the interaction. Supervisors monitor conversations and provide coaching based on the feedback received. This helps improve agent performance and overall customer satisfaction.
We use the solution for workforce management and quality assessments for recordings.
My primary use case for this solution is creating a platform to move from an old AVIA platform onto the new Genesys platform and transfer all the agents, strategies, reports, and everything else involved. The platform itself was built by Genesys Professional Services, but we are configuring the platform in its entirety to do what we needed it to do.
One of the use cases for Genesys Cloud is building and deploying IVR systems.
We are a VRS service partner of Genesys and we implement the solution for our clients. We are partners and integrators of Genesys and I'm a global lead CTI engineer.
The primary use case of this solution is for integration with Zendesk, SalesForce, and some CRMs that our clients require in their companies. We also implement some admin campaigns and IBR flow for some contact centers our clients have. We integrate a specific development or personalize the development that the client needs to integrate, the applications or services that they need to improve their attention with the different clients.