{"id":317531,"date":"2020-06-04T02:54:40","date_gmt":"2020-06-04T09:54:40","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&p=317531"},"modified":"2020-06-04T02:54:40","modified_gmt":"2020-06-04T09:54:40","slug":"building-a-cloud-contact-centre-during-a-global-catastrophe","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-gb\/blog\/post\/building-a-cloud-contact-centre-during-a-global-catastrophe","title":{"rendered":"Building a Cloud Contact Centre During a Global Catastrophe"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]You\u2019ve heard this story before. We\u2019re all living it; you likely read updates every day. The COVID-19 outbreak is affecting everyone in the world. When the shockwave of panic first hit on a global scale in March, facilities were locked down, businesses and government agencies went into lockdown and we were all ordered to stay at home. Enabling employees to work from home became an immediate necessity \u2014 so did staying in communication with customers and citizens who needed help and answers.<\/p>\n

At Genesys, we wanted to quickly respond to the crisis and enable people to communicate with each other when the price of failure was higher than ever. We were in an ideal position to help. Our cloud contact centre solution was the perfect tool to handle this urgent problem, keeping lines of communication flowing between organisations and the people who need them. Because it\u2019s served from the cloud, anyone, anywhere can log in and handle interactions.<\/p>\n

But, like everyone else, we didn\u2019t plan or budget for such a sudden increase in demand. And we needed to build a solution that lets our customers manage their own increase in demand \u2014 fast. We needed to have a quick solution to the work-from-home policies that our customers were enacting, all while enacting our own global work-from-home policy<\/a>. We had to pull together and embrace the spirit of our \u201cOne Genesys\u201d rallying cry to align the efforts of our internal departments together with our partners so we could provide a solution that\u2019s fast, free and effective \u2014 to help us all through this crisis.<\/p>\n

At the \u201cRapidly enabling a remote workforce\u201d breakout session at our Virtual Xperience event <\/a>in May, you\u2019ll hear the story of how we were able to accomplish this. Listen to guest speakers from Professional Services and Customer Success teams as they explain how we leverage existing resources to deliver solutions like we\u2019ve never done before. You\u2019ll also hear how this experience has forever changed us and further shaped \u2014 and solidified \u2014 our direction for the future.<\/p>\n

This story isn\u2019t over. The wave of panic buying might have passed. Organisations who needed to enable their workforces to work remotely<\/a> likely have figured that out by now. This new phase we\u2019re in is undiscovered territory for many.<\/p>\n

The struggle now is to remain resilient and manage the demands that are happening right now \u2014 as well as new unforeseen challenges on the road ahead. And you all need to do that at a high level of quality that\u2019s within your approved budgets.<\/p>\n

At Genesys, we continue to adjust how we work to meet these new challenges. We\u2019ve designed the ideal foundation for a contact centre that addresses your needs to continue serving your customers and selling products or services \u2014 all while managing dramatic and unexpected change. We\u2019re offering that to our customers right now for 30 days for a nominal setup fee<\/a>. To learn more and get the full story, view Virtual Xperience<\/a>, our free, fully digital event, on-demand\u00a0today.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]You\u2019ve heard this story before. We\u2019re all living it; you likely read updates every day. The COVID-19 outbreak is affecting everyone in the world. When the shockwave of panic first hit on a global scale in March, facilities were locked down, businesses and government agencies went into lockdown and we were all ordered to […]<\/p>\n","protected":false},"author":185,"featured_media":314923,"template":"","tax_priority":[],"tax_blogtype":[17751],"tax_blogcategory":[13125],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-317531","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_blogtype-genesys-en-gb","tax_blogcategory-cloud-en-gb"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/317531","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/185"}],"version-history":[{"count":4,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/317531\/revisions"}],"predecessor-version":[{"id":318141,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/317531\/revisions\/318141"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media\/314923"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=317531"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_priority?post=317531"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_blogtype?post=317531"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_blogcategory?post=317531"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme?post=317531"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_bundle?post=317531"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme2?post=317531"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_capability_sitewide?post=317531"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_products_programs?post=317531"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buying_job?post=317531"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buyer_persona?post=317531"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_sector?post=317531"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_segment?post=317531"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}