3 Ways to Extend Your Cloud Contact Center

They say if you want to go fast, go alone. But if you want to go far, go together. That’s especially true now — in this new world we’re experiencing during the novel coronavirus pandemic. This is a time when we need to lean on others more than usual while we navigate a new path forward. It’s heartwarming to see how quickly people are shifting objectives to come together in response to COVID-19, even if we can’t be together in person.

And this is a time where partnerships become even more important. With our partners, we can innovate together while adjusting our strategies to address your new contact center needs. Your priority is meeting the needs of your customers while ensuring your employees and the community remain safe during this time. Giving employees the freedom to work from home is critical.

Through the Genesys Rapid Response offer and our AppFoundry partners, we’re able to extend contact center capabilities with add-on applications from the AppFoundry Marketplace.

Get a Free Trial of an App for 60 or 90 Days

Genesys and AppFoundry are working together to help you put your customers and employees first during COVID-19. Since this release, Genesys and SmartVideo have been making a difference in the devastated city of Guayaquil with a population of 3 million people.

“I think this pilot will be very successful, and that Municipio de Guayaquil will continue using Genesys Cloud and Smart Video after the 60-day promo period,” said Juan Diego Astudillo, an executive at HighTelecom in Ecuador.

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Here’s a list of participating partners and information on how they can integrate with your Genesys solutions to ensure business continuity in this difficult time.

Advatel – Omni-Intelligence provides a platform to enable managers, supervisors and agents to see a complete picture for real-time operational data in contact centers.

Auvious – Videο Counselor is a seamless, secure, state-of-the-art video conferencing for the Genesys CloudTM solution.

Brightmetrics – Brightmetrics enables your team with critical insights and empowers them to drill down from summary reports or visualizations.

Call Journey – Call Journey is offering a specific COVID-19 search framework to provide quick, near-real-time analysis of customer sentiment and emotion in direct correlation to COVID-19.

Gyst – Gyst technologies has reduced costs and improved the customer experience on hundreds of millions of voice self-service interactions.

MindTouch – MindTouch embeds enterprise-grade, artificial intelligence (AI)-powered knowledge management into the Genesys Cloud solution to help your agents find the answers they need.

Omilia – Omilia Cloud Platform® (OCP®) provides a range of world-class cloud services for delivering next-generation results in the conversational IVR and chatbot domain — with flexible, pay-as-you-go, usage-based pricing.

Observe.ai – Observe.AI is a contact center analytics platform focused on agent enablement; it brings a paradigm shift to new levels of visibility in your contact center.

Occam Networks – Occam Migration For Genesys (OMFG) package supports Genesys customers and partners by significantly reducing the cost and time associated with delivering a transformative migration to the Genesys Cloud solution.

Shelf – Shelf has advanced AI and powerful search capabilities that help agents quickly find answers and solve customer issues on the first call; it can also significantly reduce admin overhead through advanced analytics and task automation.

SuccessKPI – BI and Analytics Package includes access-only to multichannel IVR and ACD analytics for real-time and historical analysis for the Genesys Cloud solution.

Get the Genesys and Google Bot

In response to the COVID-19 outbreak, Genesys and Google Cloud created a template that enables government agencies and healthcare organizations to provide up-to-date information to the public and ensure businesses can provide customers critical company-specific info related to COVID-19. This offer includes the initial template needed to integrate the COVID-19 Google Virtual Agent immediately.

Through the Genesys Rapid Response offer and our AppFoundry partners, you can extend capabilities with add-on applications from the AppFoundry Marketplace. Join our webinar on April 28th to learn more about these options.