Genesys Cloud CX Contact Center - The Basics of Genesys Cloud Contact Center Administration

Summary

This video offers an in-depth overview of the Genesis Cloud Contact Center Administration, focusing on key features like Automatic Call Distribution (ACD), Workforce Management (WFM), and skills-based routing. It highlights how these tools help businesses manage growing customer demands, enhance agent productivity, and ensure superior customer experience. The video also covers licensing options, including CX1, CX2, and CX3, and explains how Genesis Cloud integrates with other CRM tools. It demonstrates how to manage agent schedules, configure IVR, and implement outbound campaigns, providing a scalable solution for businesses of all sizes.

Takeaways

• 😀 Genesis Cloud Contact Center helps businesses efficiently manage agent queues, assign agents to appropriate groups, and optimize customer interactions.
• 😀 In the early stages, even a small company needs a system for managing customer calls, and Genesis Cloud offers features to scale this as business grows.
• 😀 As a business expands, customer call volumes increase, requiring advanced solutions like call queuing, automated IVR, and voicemail options to handle higher demand.
• 😀 Genesis Cloud’s Automatic Call Distribution (ACD) helps route calls to the appropriate agent quickly, reducing wait times and improving customer satisfaction.
• 😀 Workforce Management (WFM) in Genesis Cloud helps ensure the right number of agents are available for each shift, forecasting demand based on historical data.
• 😀 The platform supports skill-based routing, ensuring that calls are answered by the most qualified agents, which improves both customer satisfaction and agent efficiency.
• 😀 As businesses expand, Genesis Cloud enables 24/7 customer service by routing calls globally, allowing agents in different time zones to answer inquiries.
• 😀 Genesis Cloud provides an interface for managing agent schedules, creating plans for vacation or shift swaps, and automating workforce management tasks.
• 😀 The ACD system is integral for managing queues and determining how calls are routed based on agent skills, availability, and priority.
• 😀 Licensing options in Genesis Cloud (CX1, CX2, and CX3) provide businesses with different features based on their needs, such as voice, digital, and workforce management capabilities.
• 😀 The system integrates with third-party tools like CRM software (e.g., Salesforce), enabling businesses to streamline their contact center operations with external applications.

Q & A

What is the main objective of the Genesis Cloud Contact Center Administration?

The main objective is to provide an overview of the Genesis Cloud Contact Center features, including managing agent queues, assigning tasks to appropriate groups, and understanding the licensing system.

How does Genesis Cloud help businesses manage call volume as they grow?

Genesis Cloud uses features like Automatic Call Distribution (ACD), Skills-Based Routing, and Interactive Voice Response (IVR) to efficiently manage and route customer calls to the appropriate agents, ensuring smoother operations as businesses scale.

What is the role of Workforce Management (WFM) in Genesis Cloud?

Workforce Management (WFM) helps businesses forecast the required number of agents for each shift based on historical interaction data, ensuring optimal staffing levels and more accurate scheduling.

What are the three licensing options available for Genesis Cloud?

The three licensing options are CX1, CX2, and CX3. CX1 includes basic voice features, CX2 adds digital features like email and web chat, and CX3 includes both voice and digital features along with Workforce Management.

How does Skills-Based Routing improve the customer experience?

Skills-Based Routing ensures that calls are directed to the most appropriate agent based on their skills, reducing wait times and improving the overall customer experience by addressing inquiries faster.

What is the function of the Agent Interface in Genesis Cloud?

The Agent Interface is where contact center agents log in to receive and manage calls, as well as handle various tasks. It provides them with a dashboard to interact with the contact center system.

What is the purpose of IVR/Call Flow Management in Genesis Cloud?

IVR/Call Flow Management allows businesses to create customized menus and workflows for inbound calls, guiding customers through options to collect information or route them to the correct department.

How does Quality Management contribute to better customer service?

Quality Management helps supervisors monitor call recordings and agent performance. This enables them to identify areas of improvement, provide feedback, and ensure that customers are receiving high-quality service.

What is an Outbound Campaign in Genesis Cloud?

An Outbound Campaign allows contact centers to automatically reach out to customers using pre-configured databases or phone number lists. It can route calls to agents or an IVR platform based on the campaign's design.

How does Genesis Cloud's licensing system work?

Genesis Cloud offers three tiers of licenses: CX1, CX2, and CX3, each providing different sets of features. CX1 covers voice calls only, CX2 includes voice and digital interactions, and CX3 offers voice, digital, and workforce management. The pricing varies based on the number of users and the features included.