An organization's emphasis on Customer Experience (CX) is a valid reflection of their success as a business. After all, it's positive customer interactions that influence customer loyalty, repeat business and assured revenue.
A contact center is the beating heart of a customer-centric business, and as such, it's the key entry point to understanding your customers and responding effectively to their needs.
Image source: Superoffice
Many organizations deploy Genesys Cloud services for enterprise-grade communications, collaboration, and customer experience management - and at IR, our cutting-edge monitoring and analytics solutions now support Genesys Cloud.
In this article we'll discuss how CX Insights for Genesys Cloud can help streamline your Genesys deployment and provide seamless, enjoyable experiences for your customers every time.
Customers have high expectations
These days, customers have the power to elevate or de-rail a business with negative reviews or unfavorable online interactions, making it increasingly important that customers have a great experience.
The value of CX monitoring in today's business world cannot be overstated. In fact, prioritizing customer experience monitoring is no longer an option, but a strategic imperative. For businesses to thrive, it's critical that they're well equipped with the capacity to measure and quantify the return on investment (ROI) of their customer experience initiatives.
How does Genesys Cloud provide better customer experience?
Genesys Cloud CX™ is the world’s leading AI‑powered customer experience orchestration platform. It allows contact centers to coordinate every step of the customer and agents experience.
The Genesys orchestration engine collects real-time data from various engagement channels, as well as information from ERP and CRM systems, to provide immediate response, and a comprehensive view and understanding of every experience.
Genesys empowers businesses to create the best experience for agents through support and coaching, and by responding to customers seamlessly, for deeper, more meaningful experiences.
Agent coaching
Coaching is used to give call center agents feedback as part of quality management and employee training, regular performance assessments, or done in real time when needed during customer interactions.
Coaching allows you to engage with teams, driving improvements by offering comments and advice to the agent during the interaction. Customers are not aware of a coaching session and cannot hear your conversation with the agent, allowing seamless support.
What is Genesys AppFoundry?
Genesys AppFoundry is a marketplace that offers a wide range of tech solutions for Genesys platforms in a single location. It allows Genysys customers to discover, research, and connect with a broad range of customer service applications, integrations, and services that address a variety of customer needs.
What is an Edge disk?
An Edge is the hardware device that is responsible for handling telephony events and media at the “edge” of the cloud network, and provides media processing, SIP, and telephony services for the Genesys Cloud platform.
The main benefits are extra availability and efficiency, as data stored physically closer to data sources and applications can reduce latency and use less bandwidth. This is important for user experience and interaction, for both agents and customers.
The Genesys Cloud monitoring tool
Genesys own monitoring tool enables administrators, or network operations centers (NOCs) graphical insights into Genesys. Data is queried at discrete moments, and a snapshots table shows data such as agents, calls, conversations, network, phones, edge resources, trunks, and websites. It also enables email alerts and notifications to allow quick and immediate response.
IR Collaborate for Genesys cloud monitoring: Boosting contact center performance
As mentioned, CX is a priority for businesses as a key differentiator in a competitive customer service market.
Delivering personalized, efficient, and responsive customer interactions is at the threshold of business success, making advanced CX monitoring and analytics tools essential.
This is where IR's Genesys monitoring solution delivers peace of mind that your Genesys environment is running seamlessly as it should, and always performing at peak levels. Here's how:
Proactive System Health Monitoring
Large enterprises with a high-volume of inbound calls and agent interaction need to ensure uninterrupted service during peak hours.
IR Collaborate for Genesys Cloud, enables proactive monitoring to continuously monitor the health of the Genesys Cloud environment and spot performance anomalies with real time notifications and alerts before they worsen and affect customer interactions.
Remote agent monitoring
Many organizations now have a significant number of agents working remotely, so it's imperative that these agents have access to the support they need to handle inbound calls without encountering technical issues.
IR Collaborate for Genesys Cloud provides real time visibility into performance and technical issues affecting remote agents' phones and systems, reducing any downtime.
High-volume scenario simulation
For businesses that experience a surge in customer inquiries during major product launches, or sales, they need to know that their systems can handle this volume.
IR Collaborate for Genesys Cloud can simulate high-volume call scenarios to test the infrastructure's ability to handle increased loads. This can help identify and prevent bottlenecks, and optimize call routing.
Frictionless integration with existing systems
Disruptions can occur when businesses often need to integrate their contact center monitoring tools with existing systems in the IT infrastructure.
IR Collaborate for Genesys Cloud seamlessly integrates with the existing infrastructure, providing a unified view of your contact center system performance without requiring extensive modifications or downtime.
For more insights on customer experience, read our guide
Unlocking the Value of Customer Experience Monitoring
Accurate reporting
IR enables enterprises to provide essential CX platform reports with the following key elements.
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Comprehensive Historical Data analysis to identify trends and patterns in customer interactions, agent performance, and system usage over time
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Reports that help to define and future-proof CX solutions
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Call volume trend analysis
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Abandoned call reports
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Ecosystem platform availability
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Voice quality (Interaction, Queue, Participant)
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Smart alerting with AI based threshold configuration
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Data analytics based customizable dashboards
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BYOC and Edge infrastructure monitoring
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Recording compliance visibility
Actionable insights to drive operational excellence
To ensure excellent customer experience, and to gain a competitive edge, it’s essential that all your marketing channels, contact center technology and web applications are working all the time.
IR Collaborate for Genesys cloud provides end-to-end visibility into your ecosystem, providing important actionable insights.
Proactive testing can identify call routing issues and high-volume surges in traffic.
Remote agent monitoring can spot technical issues no matter where agents are located, enabling fast remote troubleshooting.
Compliance
Call Recording Assurance is something that no enterprise organization can afford to overlook. They must ensure that calls are recorded and up to scratch for compliance purposes.
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Recent regulatory actions in the US imposed fines of $549 million on Wall Street firms for mishandling electronic records.
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Two large French banks were fined $110 million each.
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An Insurance group in France paid €80M.
IR Collaborate for Genesys Cloud provides call recording assurance that gives organizations peace of mind that compliance requirements are always being met.
IR's CX monitoring capabilities ensure your Genesys environment is not only up and running but always performing at peak levels, helping you avoid costly downtime and poor connections that cause frustration and loss of customer trust.
