All successful enterprise organizations know that prioritizing their customers' experience can create value. But despite their efforts, many struggle to fully understand what drives the customer experience.
McKinsey research reveals that improving the customer experience can increase sales revenues by 2 to 7 percent - and elevate profitability by 1 to 2 percent. Additionally, a focus on improving customer service can increase overall shareholder return by 7 to 10 percent.
To achieve these types of goals they need an all-in-one contact center software like Genesys, that can provide a variety of capabilities to help businesses create and maintain exceptional customer experiences.
But the software alone is not enough. In critical customer-facing operations, monitoring becomes essential for maintaining service quality. Monitoring the performance of these environments ensures that systems are working as they should, and that customer satisfaction, and compliance are never compromised.
In this guide, we'll reveal why it's mission-critical to have the right monitoring solutions in place, and how IR Collaborate can help boost operational efficiency and elevate customer experience.
What is Genesys Cloud Software?
Genesys is a leader in customer experience and contact center technology, empowering more than 8,000 organizations in over 100 countries to create better experiences for customers and employees. They provide software solutions that enable businesses to improve and manage their omnichannel customer interactions.
The Genesys Cloud AI-powered experience orchestration platform, has widespread adoption across network operations centers in industries like finance, healthcare, and telecommunications, where customer interaction is crucial.
The Genesys Cloud monitoring tool
Genesys has its own monitoring tool that enables administrators, or network operations centers (NOCs) to have graphical insights into Genesys.
Data is queried at discrete moments, and an easy-to-view snapshots table shows performance status, historical information, offline or non-operational phones, agents not responding over threshold, and much more of the vital data that contact centers must have, to get the most out of every customer interaction.
What is an Edge disk?
An Edge disk is the hardware device that handles telephony events and media at the “edge” of the cloud network, and provides media processing, SIP, and telephony services for the Genesys Cloud platform. It provides 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 importance of real-time data
Modern contact center success is dependent on real-time data accessibility so that every agent, supervisor and back-end executive has a clear picture of what's happening on all calls, and can deliver a quick and immediate response to every situation.
It's the ability to monitor in real time that provides the necessary information to optimize your customers' experience, as well as facilitate coaching for agents.
Why Real-Time Monitoring is Critical in Genesys Environments
CX is a key differentiator in a competitive customer service market, so every conversation and interaction contains valuable data that can be used for coaching and feedback, as well as elevating CX.
With real-time monitoring software in place, supervisors are immediately alerted to problems as they happen, whether related to customers, network status, agent interaction issues or hardware and software malfunctions.
How IR's monitoring solution for Genesys delivers seamless CX
Delivering personalized, efficient, and responsive customer interactions is at the threshold of business success, making advanced CX monitoring and analytics tools essential.
Here's how IR Collaborate's monitoring solution for Genesys can help to ensure that your environment is running seamlessly, and always performing at peak levels.
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 you to proactively and continuously monitor the health of your Genesys Cloud environment and spot performance anomalies with real time notifications and alerts before they escalate 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 coaching and 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.
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.
Actionable insights to drive operational excellence
To ensure excellent customer experience, and to gain a competitive edge, it’s essential that you monitor all your marketing channels, contact center technology and web applications to ensure they're working at all times.
IR Collaborate for Genesys 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.
Accurate reporting
IR enables enterprises to provide essential CX platform reports with the following key elements.
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Comprehensive Historical Data analysis identifies 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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Platform availability
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Voice quality
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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
IR's CX monitoring capabilities ensure your Genesys environment is always up and running, and performing at peak levels, helping you avoid costly downtime and poor connections that cause frustration and loss of customers.
