Genesys Reacts to COVID-19 with 'Rapid Response'

Change isn’t always easy. There’s a lot of change at the moment. And with change comes uncertainty. The coronavirus pandemic introduced a new world of working, and as organizations transition to this new reality, customer service and the contact center are showing the way.

Genesys announced Rapid Response, an offer that promises free access to Genesys Cloud, with acclerated cloud contact center deployment.

"Genesys is doing more than giving away technology," noted Ken Landoline, principal analyst, Customer Engagement, Omdia.

Genesys Rapid Response is living up to its name, the contact center provider noted a few examples from a number of verticals including direct-to-consumer life insurance firm eFinancial forced to deploy its solution three weeks ahead of schedule; Gleaners Food Bank had to answer to triple the feeding demand; and the City of Helsinki chose Genesys to support its proactive efforts in partnering with local charities and churches to offer resources critical to its elderly population’s wellbeing.

China high-tech travel provider of transportation and hotel reservations, Ly.com chose the Genesys Cloud. The Genesys China team delivered accelerated deployment, to ensure its over 300 million customers aren’t left unattended. Britain’s multimedia firm JPIMedia moved nearly 500 team members to remote working in five days.  

"The company is delivering a holistic solution and providing access to a community that delivers services, support, training, guidance and best practices so organizations are truly equipped to help employees and customers through this difficult time. I believe this is right on target and is the best course of action given the complexity of what businesses are up against," Londoline continued.

It’s raining lemons and Genesys is providing lemonade. While a truly refreshing change would be an end to quarantine, and the COVID-19 threat, the cloud is providing a lifeline to maintain operations – from the c-suite to the contact center.

Are your communications in the cloud, yet?

Edited by Maurice Nagle