January 30, 2013
Set up Your Cloud Call Center in a Matter of Hours with Genesys Connect
It’s understandable if you read the above headline with a healthy dose of incredulity.
It seemed like hyperbole when representatives from Genesys (News - Alert) said those words to me here at ITEXPO Miami 2013. But after a quick and complete demonstration, I’m convinced. Genesys Connect really does allow you to set up a cloud call center quickly, and the interface is so simple even a child could handle it.
Genesys has been a market leader in the contact center space for decades, working with some of the largest, most successful companies in the world. But as the company looked to map out its future in the space, it realized that it could leverage its vast experience to bring Genesys solutions to smaller businesses.
By using the power of the cloud and best practices, Genesys has created a new solution for this broader market.
Launched in September, Genesys Connect is designed to be easy to buy, quick to deploy and simple to use, providing flexibility and agility for businesses. Genesys has developed a close relationship with Salesforce, and its voice options are now available right inside Service Cloud. After successful beta testing, the solution is now available for SMBs and midtier businesses. Service cloud is available through the Salesforce App Exchange, and just recently, Genesys revealed that it has further enhanced its relationship with Salesforce, now serving as a reseller of service cloud, making it one of only three companies to have that distinction.
While all of this is big news, the claim that anyone can set up a contact center in a matter of hours made me dubious. But when representatives from Genesys volunteered to show me, I realized that companies without trained IT departments really could set up their cloud call centers quickly and easily.
The first step was to head to the Salesforce login page. Once the Genesys app is installed, it takes only one click to enable it in the console. An admin can set users, skills, routing and media quite simply.
Admins can: enable skills for agents in order to rout calls to people who are qualified to answer questions about a topic (tech support, for example); upload media files to set hold music, greetings, IVR options and more; rout calls to different departments with ease; and activate routing templates set by Genesys and based on best practices.
Genesys has created more than a half dozen common routing templates based on what it has seen countless times in call center after call center. Options range from sending a call directly to an agent, to playing greetings and checking office hours before routing calls. All of these can be set up with just a few clicks of the mouse, making it easy and hassle-free.
There is also documentation available online for those that need it.
I watched the Genesys rep go through all of these steps, and the user interface is simple and logical, and I am convinced that actual set up would be quite easy. Genesys Connect really does represent a great leap forward for the company, and should help businesses of all sizes get their cloud call centers up and running in a jiff.
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Edited by Braden Becker