Genesys Introduces Expert Services

Genesys has introduced a new portfolio of cloud-based expert services. 

Genesys Guru is intended to help customers realise the full power of their investments in the Genesys Customer Experience Platform, with initial offerings focused on Workforce Optimisation (WFO).

The portfolio offers customers expert services to identify, analyse and optimise business processes and workforce issues that may jeopardise their customer experience, impact their ability to meet regulatory requirements, or delay their time to value with their technology investments.

It delivers business and operational expertise, best practices, and analytical insights to accelerate time to value and to achieve operational cost savings and desired business performance.

By reducing risk and pressure associated with the planning, analysis and ongoing improvements of business processes and workforce performance, customers can focus on what matters most to their operations, workforce and overall business of consistently delivering great customer experiences with engaged and motivated employees.

The new services include access to:

• Planning experts to help maximise operational and workforce efficiencies through optimal configuration, forecasting and scheduling
• Interaction Analysis experts to optimise speech and text analyses, to improve workforce quality and performance, to understand the voice of the customer and to enable continuous KPI improvement
• Business Performance experts to identify recommendations and benchmarks for the improvement of the overall customer journey

Guru complements both cloud-based and on-premises deployments of Genesys Customer Experience Platform Editions, with a variety of flexible service offers based on service duration and scope.

“Guru brings new cloud-based expertise in workforce optimisation and CX transformation to help organisations of all sizes achieve new levels of efficiency and business performance,” said Reed Henry, Chief Marketing Officer at Genesys. “These unique expert services complement our comprehensive Customer Experience Platform, and accelerate the momentum we’ve built in the market. Guru fills a void in the market by closing the gap in the skills and expertise required to effectively manage digital and voice customer interactions and journeys.”

For more information about Genesys, visit their website.